This key leadership role will focus on developing strategies to achieve high performance in patient experience throughout the CHRISTUS Health North East Texas Region.This position is responsible for empowering leaders through evidence-based tools to improve patient experience. Key accountabilities of the position include leading iCARE. initiative, managing Press Ganey relationship, interpreting, communicating and distributing Press Ganey results to leaders. This position will be responsible for developing mechanisms for follow through on iCARE. secret shopper findings, coaching and modeling iCARE. tactics and rounding proficiency, as well as developing standards of professionalism. This position will manage the SWOT process to ensure high quality facility appearance, and collaborating with operation leaders and holding them accountable to advancing service excellence throughout the ministry. This position will work closely with operational leadership, physicians and nursing leadership to achieve excellence in patient experience and to achieve fiscal year patient experience goals.
Masters degree in Nursing, Organizational Development, Healthcare Management or Service industry related field.
Certified Patient Experience Professional (CPXP) preferred.
Demonstrable knowledge of the implications and measures for CGCAHPS/HCAHPS survey results and for CMS guidelines relating to the recording of patient satisfaction results.
Demonstrated ability to drive change, while enhancing the culture, in support of strategic goals and priorities.
3-5 Years' leadership experience of patient/service excellence.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.