Patient Experience Market Lead

Overview

The Patient Experience Market Lead plays a vital role in supporting the Lead of Patient Experience and assists in developing and implementing strategies to enhance the overall patient experience. Reporting directly to the Lead of Patient Experience, this position collaborates with various departments and leaders to ensure alignment and effective execution of patient-centered care initiatives. The Patient Experience Market Lead contributes to creating a culture of exceptional patient service and works towards continuous improvement in service quality.

Essential Functions

•   Collaborate with the Lead of Patient Experience to implement the strategic plan for providing an outstanding patient experience throughout the healthcare system.
•   Assist in developing and maintaining a framework for service quality, including setting goals, defining accountability, and establishing role expectations.
•   Support the implementation of solutions and behavioral changes necessary for cultural transformation and improved patient experience.
•   Contribute to the identification and integration of best practices and patient-centered care strategies into system-wide processes.
•   Coordinate with other departments, such as care management and operations improvement, to ensure alignment and streamline improvement efforts.
•   Foster relationships with physicians and caregivers, promoting the importance of improving service quality and supporting the development of targeted plans.
•   Collaborate with the organizational development team to identify training needs and develop training programs aligned with patient experience objectives.
•   Contribute to the evaluation of measurable service quality objectives and outcomes, analyzing quality data to assess effectiveness.
•   Assist in designing and implementing change management strategies focused on enhancing the patient experience.
•   Support diversity and inclusion initiatives, ensuring culturally sensitive strategies are implemented to meet the needs of diverse patient populations.
•   Collaborate with the communications and marketing teams to align internal practices and develop effective messaging strategies for service quality initiatives.
•   Assist in directing holistic strategies, in partnership with the consumer engagement and digital experience teams, to enhance the overall patient and family experience.
•   Contribute to the development and recommendation of operating and capital budgets, ensuring expenditures align with approved objectives.

Physical Requirements 

•   Position may involve occasional travel, with exposure to weather and road hazards.
•   Work is primarily conducted in a normal office environment.
•   Ability to operate necessary equipment to perform job duties.

Education, Experience and Certifications

•   Master's Degree in Health Care Administration, MBA, or equivalent.
•   Minimum of 5+ years of management experience in quality management, clinical operations, patient satisfaction, hospitality/customer service, or change management.
•   Proven experience in implementing patient-centered care philosophies and strategies within a healthcare system.
•   Strong critical thinking skills and ability to identify operational challenges related to service quality.
•   Familiarity with managed care principles and information systems to support quality improvement initiatives.
•   Excellent relationship-building skills and ability to collaborate cross-functionally with diverse teams and executives.
•   Understanding of healthcare delivery and dynamics within a large integrated healthcare system.
•   Experience working in a matrixed environment and managing multiple complex demands.
•   Exceptional written and verbal communication skills to effectively communicate with employees at all levels.