Director-Patient Engagement Full-Time Days - Northwestern Memorial Healthcare

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Director Patient Engagement reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards.

Reporting to NMHC Vice President of Quality, the Director is responsible for the effective identification and implementation of patient engagement initiatives across the Northwestern Medicine system. This position oversees measurement and supports ongoing improvement of patient engagement, to advance Northwestern Medicine’s strategic priorities, and to develop a culture that delivers the best experience possible for patients. This position manages the assigned Engagement team, which may include Engagement Consultants and Program Managers, and oversees ongoing development, management, and reporting of system wide engagement measurement systems.

Responsibilities:

• Leads the ongoing development and execution of the NM system approach to patient engagement in collaboration with quality and operational leaders.
• Oversees ongoing development, management, and reporting of system wide patient, employee, and physician engagement measurement systems.
• Identifies opportunities for improvement, development and expansion of system-wide measurement and improvement strategies and leads system-wide initiatives in collaboration with support services and operational leaders.
• Demonstrates advanced understanding of survey design and methodology; applies analysis and uses data to identify opportunities at organizational and department levels and provide effective tools and resources.
• Utilizes research and national best practices in patient engagement to support leadership teams’ achievement of annual goals.
• Develops and executes internal communication plan to drive ongoing awareness of patient engagement priorities and communicate strategic initiatives to improve engagement.
• Works closely with Quality, Performance Improvement, Analytics, NM Academy, and other system support functions to lead and create work plans that include training and development activities for staff at all levels of the organization.
• Ensures the effective operation of the department, including policy and procedure development, budgetary performance, quality improvement, regulatory compliance, program planning and measurement, performance management of staff, and reporting and documentation.
• Directs analytical work through effective prioritization, delegation, and management of engagement data and analysis.
• Manages engagement coaching activities and improvement plan execution for patient engagement, in partnership with operating leaders, management across all levels, Chief Medical Officers, and Chief Nurse Executives.
• Manages relationships with key internal departments and vendors to oversee survey data collection, transmission to approved vendors and monitors the confidentiality, quality and accuracy of data collected.

Required:

• Minimum 10 years in leadership role.
• Strong interpersonal and relationship building skills.
• Strong ability to problem solve.
• Strong critical thinking skills.
• Strong leadership skills.
• Self-directed ability to work independently.
• Knowledge and skill in business, project, and improvement plan development.
• Master's degree.
• High level analytic skills and high degree of computer proficiency.
• Excellent verbal, listening and written communication skills.
• Excellent customer service orientation skills.
• Undeterred by challenges and barriers to change as well as persistent and undaunted by resistance.
• Collaborative, transparent, approachable and passionate about the goal at hand.

Preferred:

• Engagement systems thinking, project management, performance improvement and organizational development experience.
• Knowledge and skills in quality and process improvement methodologies.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.