Chief Experience Officer - Tal Healthcare

Our client, one of finest health and human services agencies with over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices is hiring a Chief Experience Officer. The Chief Experience Officer (CXO) will serve as the strategic leader responsible for shaping and overseeing the overall patient experience strategy. The CXO is responsible for developing, leading, monitoring, and modifying the overall organizational approach to excellence in patient/family services.  The CXO will oversee the implementation of organizational strategic initiatives and will establish mechanisms to evaluate the success of short-term and long-term service excellence initiatives.  The CXO will also align all service data to review, enhance, and direct service initiatives as well as build and entrench a robust service culture.  The CXO will be responsible for overseeing/managing patient experience surveys, analyzing results, and timely report generation of the leaders across the organization. The CXO will work directly with the Executive teams to assess and communicate performance and to create change at all levels of the organization.  The person must be thoroughly knowledgeable of the implications of measures for the HCAHPS scores for CMS guidelines regarding recording patient experience scores among Quality data.  In addition, the CXO will examine and direct processes to improve overall patient engagement and measures throughout the organization. The Chief Experience Officer will report and be accountable to the Executive Vice President & Chief Medical Officer.  This position will be tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors, this individual will take a culture steeped in clinical excellence into the ever evolving world of patient & family centered care.
 
Responsibilities:

• Creates, implements, and ensures organizational adoption of the ICARE Patient Experience program.  This includes the design, development, and implementation of key strategies and initiatives. Establishes mechanisms to evaluate the success of short-term and long-term service excellence initiatives.

• Analyze, develop, and lead a culture transformation that result in new levels of service excellence and that are grounded in innovative service programs and result in a spectacular patient experience.  The goal being to strengthen the brand of excellence and to position the organization as a destination for experiences beyond the best healthcare.

• Motivates, inspires, and engages those in leadership and front-line roles to continually strive for world-class patient and family experience.

• Documents and communicates throughout the organization the shared vision for service excellence and experience improvements.  Achieves quality results through team/committee interaction and effective cross-group/functional collaboration.  Documents and communicates status, issues, and risks to stakeholders and senior management for service initiatives and culture transformation.  Collaborates with senior leadership to align service initiatives and measurements.

• Analyze patient feedback, data, and trends to identify areas for improvement and innovation in healthcare delivery.  Lead the development and implementation of initiatives to enhance patient engagement, communication, and education throughout the healthcare journey.

• Develop and implement training programs to educate healthcare providers and staff on best practices for delivering patient-centered care.

• Research customer service needs, expectations, and concerns while incorporating expertise from within and outside of healthcare.

• Develops, reviews, and implements strategic and operational plans for customer service, creating a unique customer experience that will be a differentiator in the industry and drive future growth.

• Works closely with other leaders and operational areas to ensure the integration of customer service at all levels of the organization.  Integrates service excellence with other strategic initiatives.

• Develops and/or selects customer service/service excellence education, training, and reinforcement programs for all employees, physicians, and volunteers.  Works in conjunction with Human Resources and operational areas to build selection, training, and evaluation materials.

• Develops, implements, and periodically reviews department/organization policies and procedures that guide and support the provision of services complying with federal and state regulations.  Maintains current knowledge base of trends, policies, regulatory standards, and legislation and advises executive leadership when pertinent.

• Collaborates with organizational leadership to integrate service functions with quality goals.  Works with the Chief Quality Officer to extend quality improvements and enhanced processes.  Works with the Vice President of Organizational Learning on programs that promote cultural transformation and enhanced service.

• Act as organizational contact for external patient experience survey vendor.  Duties include data analysis, reporting, information sharing, and performance improvement.  Sets objectives and organizational goals; communicating progress and key metrics regularly throughout the year.; contributing to overall understanding of the process; serving as a liaison between external consultants and the executive team.

• Develops annual operating and capital budgets, monitors and analyzes ongoing performance and productivity, and implements necessary corrective plans.

• Maintains effective inter-departmental communication and cooperation.

• Provides resources and programs that enhance the patient and family experience thereby improving perception of patient outcomes.

 
Requirements:

• Clinical background preferred

• Master’s degree in healthcare administration, business administration, or a related field preferred.
• Certified Patient Experience Professional (CPXP) preferred 

• Proven track record of multi-year success in a leadership role focused on patient experience or related areas within the healthcare industry.
• Strong understanding of healthcare delivery systems, patient care processes, and regulatory requirements.
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels of the organization.
• Analytical mindset with the ability to interpret data, identify insights, and drive data-driven decision-making.
• Strategic thinker with the ability to develop and execute on a long-term vision for patient experience improvement.
• Results-oriented mindset with a commitment to delivering measurable improvements in patient satisfaction and outcomes.
• Ability to lead and inspire teams, fostering a culture of teamwork, innovation, and continuous improvement.
• Ability to navigate complex organizational structures and drive change in a dynamic healthcare environment.

Salary: The posted range is not a guarantee. The actual salary will be based on qualifications, experience, and education and could fall outside of this range. Contact us for more information. 
 
If you are passionate about what you could accomplish in this role, we would love to hear from you! 
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