CORE JOB SUMMARY                                                                   

The Chief Patient Experience Officer of the University of Miami Health System (UHealth) oversees the overarching planning and operational management of patient/consumer experience for all hospitals, satellites, clinics, and patient care sites for UHealth. The position is responsible for building a patent-centric culture by organizing, supporting, and enhancing service experience across all facilities that is consistent with UHealth’s tradition of excellence in patient care. The position will drive revenue and growth by making strategic improvements to UHealth’s patient/consumer experience, focusing bringing innovation to the digital experience of patients/consumers, and developing an end-to-end patient/consumer experience framework. In addition, the position will foster brand and patient loyalty and drive a patient-centric approach to business operations.

CORE JOB FUNCTIONS                                                                                           

• Leads and directs patient experience services for UHealth in alignment with UHealth’s strategic goals and operational needs.
• Researches patients/consumers to create journey mapping utilizing a deep understanding of who our patients/consumers are, what drives them, and all the critical touchpoints consumers have with UHealth and how they can be optimized to improve loyalty/retention.
• Creates frameworks, policies and initiatives designed to ensure patients are satisfied. Identifies points of friction and designs/implements experience solutions into business operations.
• Collects data/feedback, including the “voice of the patient/staff/family” to measure the impact of the patient experience.
• Aligns the employee and patient experience to empower the workforce to make patient-led decisions.
• Integrates and standardizes patient experience services throughout UHealth, while focusing on quality improvement practices.
• Collaborates with physician, nursing, ancillary, and administrative leadership to develop a multi-disciplinary approach to patient experience.
• Collaborates with human resources to ensure the employee experience is aligned to promoting an optimal patient/consumer experience through appropriate rewards and recognition.
• Develops the framework for a shared vision for patient/consumer experience which instills a culture of service excellence, hospitality, ownership, and results across UHealth.
• Drives revenue and growth by making strategic improvements to UHealth’s patient experience programs and building a patient-centric culture.
• Creates frameworks, policies and initiatives designed to ensure patients are satisfied while identifying points of friction and implementing solutions. Monitors national CAHPS, HCAHPS, and patient experience trends and federal requirements, identifying strategies used by top performing organizations to be successful.
• Supports an environment of transparency, shared and contextualized decision-making, and trust.
• Creates and executes a strategy for expansion of patient experience services to new sites, which includes digital innovation and the digital experience for patients.
• Ensures compliance with all applicable federal, state, and local laws, regulations, and rules relating to the engagement or inducement of patients, including but not limited to the Federal Anti-Kickback Statute (AKS) and the Federal Civil Monetary Penalties Law (CMP), and seeks guidance from UHealth Compliance, Risk Management, or Legal as needed.
• Ensures internal control oversight, safeguarding of assets, compliance with University policies and procedures, reliability of internal and external reporting, and efficiency and effectiveness of operations. Creates an effective control environment, conducts risk assessment, implements and monitors controls.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                        

Education:

Bachelor’s degree in a related field required.

Certification and Licensing:

N/A

Experience:

Minimum 10 years of relevant experience.

Knowledge, Skills and Attitudes:

• Knowledge of the use of Artificial Intelligence (AI) and automation to improve the patient experience.
• Knowledge of survey process methods and experience in managing and reporting performance metrics.
• Ability to work with a variety of disciplines and levels of staff, including medical staff and across departments.
• Familiarity with managing multiple projects in a high matrixed and complex environment.
• Demonstrated understanding of contemporary and progressive service excellence methodology.
• Knowledge of business and management principles.
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish department goals, and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Commitment to the University’s core values.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.