Western Regional Director Patient Experience at Trinity Health in Boise, Idaho, United States Job Description Employment Type: Full time Shift: Day Shift Description: GENERAL SUMMARY AND PURPOSE: Works in partnership with Saint Alphonsus Health System (SAHS) and Saint Agnes Medical Center (SAMC) leadership as an internal consultant, strategist, and technical expert with implementation and improvement of human experience initiatives. Assists site executives to develop performance measures for accountability in consultation with department managers, hospital directors and vice presidents. Facilitates teams across all customer groups through consultation, leadership, technical expertise, including process improvement, training and development, research, design, and implementation. Participates in planning, developing and implementing programs and strategies to improve patient experience and promote the Trinity Health Culture Framework. Oversee regional Patient Relations department. May travel to ministries as needed within the region. GENERAL REQUIREMENTS: Bachelor's degree in health care related field required; master's degree preferred. RN preferred. Five years or more experience in a clinical patient-facing role, preferably as a Registered Nurse . Three to five years of large system change management and program implementation in health care organizations with preferred expertise in Patient Experience program implementation. Skilled in design and application of measurement and evaluation processes; experience with quality systems and tools. Ability to analyze, display, and create strategy from data. Must be able to travel to Fresno, CA 2-3 times quarterly. Overnight stays in Fresno, CA required ESSENTIAL FUNCTIONS: Collaborate with and delegate to the SAMC Manager of Patient Experience and SAHS leaders as needed to mobilize resources and implement plans. Works with leaders to develop, coordinate and evaluate service excellence strategies and plan for their individual areas. Supports leadership/committees to develop, implement, monitor, troubleshoot and make improvements. Regularly reports to, and works with, hospital and system boards. Develops and implements methods to monitor patient experience, communicate results, and form teams to improve performance. Serves as a facilitator to engage administrators and other departments to solve problems that interfere with member experience and service excellence. Works to create a common culture across the health system; aligning and standardizing tactics and initiatives to create a consistent brand experience. Develops strategies that build employee morale and commitment to the patient experience. Serves as an internal consultant on clinical burnout-related constructs, such a moral distress, moral injury, and compassion fatigue. Leads programs to support mitigation. Program lead and project manager for human experience-adjacent special projects. Conduct meetings/provide training and facilitate improvement teams. Ensures feedback and communication about strategy, outcomes and problems, providing information to people responsible for making corrections. Ensures celebration of milestones in patient experience improvements. Directs the Patient Relations Department, who oversees patient/family concerns and the CMS-regulated grievance process for SAHS and SAMC. Mentors this department's leadership. The (Senior?) Patient Relations Manager for the region reports to this position. Responsible for contract management with survey vendor and organizational preparation for surveying. Serves as a liaison between SAHS, survey vendor, regulatory agencies (CMS), and Trinity Health. Proactively and collaboratively works with Trinity Health, survey vendor and hospital leaders to improve patient experience by sharing best practices. Prepares and monitors annual budget for Patient Relations and Patient Experience. Accountable for creating reports, database management, interpretation of basic inferential statistics, performance improvement practices. Provides education to individuals or groups using adult learning principles. Conducts survey research. Why Saint Alphonsus? We are serious about fostering an environment focused on personal and professional growth and offer opportunities that empower our colleagues to develop their careers. Saint Alphonsus Health System is a four-hospital regional, non-profit, faith-based, Catholic ministry with over 4,300 associates and a 950 medical staff which serve 700,000 people in Idaho and Oregon. We are anchored by the only Level II Trauma Center in the region, Saint Alphonsus Regional Medical Center (Boise), providing the most experienced care to the most critically ill patients. Centers of Excellence include: Cardiovascular, Neuroscience, Oncology, Orthopedics, Trauma & Emergency and Women's & Children's. Colleagues of Saint Alphonsus Health System enjoy competitive compensation with a full benefits package and opportunity for growth throughout SAHS and Trinity Health Visit to learn more about the benefits, culture, and career development opportunities available to you at Saint Alphonsus Health System. Visit Saint Alphonsus on LinkedIn, Facebook, Instagram, YouTube, and Twitter Saint Alphonsus and Trinity Health are committed to promoting diversity in its workforce and to providing an inclusive work environment where everyone is treated with fairness, dignity and respect. We are committed to recruit and retain a diverse staff reflective of the communities we serve. Saint Alphonsus and Trinity Health are equal opportunity employers and prohibit discrimination against any individual with regard to race, color, religion, gender, marital status, national origin, age, disability, sexual orientation, or any other characteristic protected by law. Our Commitment to Diversity and Inclusion Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. Our Commitment to Diversity and Inclusion Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions. Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity. EOE including disability/veteran To view full details and how to apply, please login or create a Job Seeker account