Patient Experience and Performance Improvement Director

Description

Title: Patient Experience and Performance Improvement Director

Supervisor: Chief Financial Officer

Department: Administration

FLSA Status: Exempt

Location: Fredericksburg/Hybrid (periodic travel to all locations)

Job Summary 

The Patient Experience & Performance Improvement Director ensures that every patient interaction reflects the mission, vision, and values of Frontera Healthcare. By aligning operational excellence with empathy, this role diligently focuses upon improving experience, enhancing trust, strengthening reputation, and enabling financial sustainability across the organization.

Duties and Responsibilities

• Drive a patient-centric approach across the organization which consistently produces outstanding results that highly exceed the expectations of patients.
• Create a culture of passion for exemplary patient experience by diligently raising both expectations and the commitment across the organization in aligning to best practices and high standards.
• Recruit, train, mentor, inspire, and motivate team members to build a high-performing, service-oriented team.
• Act as a change agent, challenging the status quo, promoting innovation, and fostering a culture of continuous improvement.
• Embrace and cultivate Lean culture, methodologies, and tools to improve process efficiency, reduce waste, and increase quality.
• Conduct value stream mapping to analyze patient journeys in identifying potential pain points and opportunities for improvement.
• Mitigate ambiguity and drive clarity through a process-driven approach built upon the continuous identification of best practices.
• Collaborate with Information Services team members to develop effective electronic workflows and dashboards.
• Enable data-driven insights to guide decision making in alignment with tactical and strategic objectives. 
• Conduct thorough root-cause analysis to develop and administer containment actions as needed while diligently ensuring permanent corrective actions are fully and effectively implemented.
• Act as a highly responsible leader in enabling efficiency while managing resources judiciously. 
• Support community engagement and outreach efforts for improving access to services in alignment with superior healthcare outcomes throughout our communities.
• Collaborate with internal and external partners in serving the best interests of patients, team members, the community, and the organization. 
• Collaborate with team members to ensure cohesive messaging and alignment with organizational priorities.
• Lead team members to develop and maintain the Quality Manual to include procedures, work instructions, and forms to ensure consistency across the organization.
• Lead team members in adopting and embracing technology to include attaining super user status across technology platforms.
• Lead team members in documenting improvement opportunities surrounding technology, data, and related items to provide the Information Services team members with clear guidance in developing solutions.

· Prioritize work to achieve maximum results in a timely manner.

• Uphold FHN’s mission, vision, and values in all professional activities.
• Perform other duties as assigned. 

Requirements

Skills, Knowledge, Credentials, and Experience

Required:

• Strong attention to detail and unwavering commitment to continuous improvement.
• Strong analytical skills and ability to derive and translate insights from data into actionable items. 
• Strong project management skills with the ability to handle multiple initiatives simultaneously.
• Strong organizational skills.
• Excellent interpersonal and relationship-building skills.
• Excellent oral and written communication skills.
• Ability to effectively navigate ambiguity while working to drive clarity.
• Ability to define business requirements for development of technology and data solutions.
• Ability to efficiently and effectively overcome obstacles through diligence, creativity, leveraging resources, etc.
• Extremely high level of professionalism regarding confidential and private information.
• Highly proficient skills in Microsoft Excel.
• Bachelor’s degree in business, communications, or a related field.
• Three or more years of leadership experience in being accountable for significant levels of responsibility.
• Flexibility for traveling to locations within service area as needed.

Preferred:

• Expert-level or advanced skills in Microsoft Excel.
• Experience with business intelligence platforms.
• Experience with Lean, Six Sigma, or other performance improvement methodologies.
• Certified Customer Experience Professional (CCXP) designation or similar credential.
• Graduate degree in business, communications, or a related field.
• Five or more years of leadership experience in being accountable for      significant levels of responsibility.

Special Requirements

Work Hours:

40-hour workweek, with flexibility to work evenings and weekends as needed. This position requires prolonged sitting, some bending, stooping, and stretching. It requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. It also requires a normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. This position may require travel between sites and the ability to interact with others in both small and large group settings. At times, this position may include periods of extended physical activity, such as walking/standing at community events and/or moving and distributing educational materials. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.