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Healthcare Provider and Patient Experience Director

The Experience Director has two main functions – to improve the patient experience and the healthcare provider experience.   The Experience Director will be responsible for the development of the annual ‘Experience Operating Plan’ which shall seek continual improvement in both domains.  The role will be responsible for leading, executing, implementing, analyzing, reporting, and evaluating patient and provider experience improvement initiatives within the Tandigm Network. Additionally, the Experience Director will lead in the development and implementation of projects and tactics that support the annual provider incentive plan quality metrics as they align to CAHPS and HOS.  The Experience Director will work collaboratively with Tandigm Teammates, staff and providers within the PCP network and affiliated Specialist Alliances as well as any vendors or other third parties who are engaged in the execution of the annual Experience Operating Plan. The Experience Director will work collaboratively, and in concert with leadership within the Payor Community (i.e IBC, Humana etc.) to ensure alignment and execution of tactics that further organizational goals.  Additionally, the Experience Director shall be responsible to ensuring that sufficient “voice of customer is present in the creation and refinement of products and approaches that support the core Tandigm business model – such tools and techniques that enable accurate coding and documentation, improvement of quality metrics, dissemination of reports and data etc.

Essential Functions

  • Consistently exhibits behavior and communication skills that demonstrate Tandigm’s commitment to superior customer service, including quality, care, and concern with each internal and external customer.
  • Create an annual Experience Operating Plan to drive the implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences. Implement strategies that drive and support patient experience improvement initiatives for targeted areas
  • Ensure that the annual Experience Operating Plan aligns to the PCP incentive plan by engaging in the creation, improvement and execution of the incentive plan design, metric development, and monitoring
  • Develop annual education content to enhance the patient experience and facilitate the deployment of education through multiple channels – remote, computer based and live, in office training
  • Ensure annual Experience Operating Plan aligns to CAHPS and HOS measures and that the plan evolves with changes to those measures
  • Create a mechanism to measure physician and staff burnout.  Develop, and implement tactics intended to mitigate physician and staff burnout
  • Develop focus groups (and other feedback mechanisms) that align to the technology roadmap (and other Tandigm initiatives) to ensure sufficient Voice of Customer in design
  • Assist PCP practices in the attainment of high levels of performance visa vie the annual incentive plan by ensuring plan design has attainable process and outcomes measures and being, proactively engaging in support and reactively being available for assistance
  • Develop and support the Network of Networks strategy by developing a recurring series of remotely conducted sessions that ‘bring practices together’ to enable sharing of best practices to facilitate and accelerate practice transformation with an aim to improve the experience
  • Supervise, evaluate, mentor, and develop direct report staff
  • Implement and drive strategies that enhance robust physician and staff engagement.
  • Develop a Tandigm Patient and Family Advisory Council strategy and execution
  • Develop metrics, reports, dashboards, and other techniques with leading indicators used to drive lagging metrics of engagement and experience (provider and patient)
  • Serve as a key resource to management, staff, and providers to improve organizational engagement, leadership, and partnership.
  • Provide professional coaching including competency validation and consultation to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent patient experiences.
  • Collaborate with leadership at the practice and payor level, to identify and mitigate barriers as identified through patient complaints.
  • Develop and support an Experience Council that reports to the Quality Council.        This Council will coordinate and advise the organizational approach to the development and monitoring of the annual Experience Operating Plan.
  • Ensure that the Experience Operating plan is approved by ELT annually
  • Introduce patient experience strategic imperatives during new hire onboarding processes including, but not limited to orientation.
  • Work collaboratively with PHSO to develop and refine practice level action plans on a quarterly basis
  • Work collaboratively with HVN to ensure alignment of action plans for specialty practices
  • Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.
  • Lead assigned projects and programs by creating and executing project work plans.
  • Prepare and present both oral and written reports and presentations to stakeholders and leadership related to experience projects, initiatives, and progress in achieving goals.
  • Uses, protects, and discloses Tandigm patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
  • Perform other related duties and participate in special projects as assigned.

Education

  • Bachelor’s degree in nursing or relevant clinical area, healthcare/business administration or related field is required. Master’s degree is strongly desired.

Experience

  • Minimum of five years’ clinical or administrative experience in a healthcare leadership position with a focus on patient experience and/or customer service.
  • Professional Licensure or Certification is preferred.
  • Strong problem-solving skills and ability to quickly resolve issues and concerns.
  • Ability to develop and lead interactive and engaging training and education programs relevant to service excellence.
  • Excellent communication skills (verbal and written) with a proven track record of effectively, interfacing, training, presenting information to multiple levels of the organization
  • Proficiency in writing and editing reports and other materials in the training and development.
  • Skills in process improvement methodologies, (e.g. six sigma, PDSA/PDCA) process management or change management (Preferred.)
  • Computer proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook.
  • Understanding of industry best practices.
  • Understanding of industry best practices.

Essential Technical/Motor Skills

  • Excellent verbal and written communication skills.
  • Must embrace and exemplify the core vision and values of Tandigm Health.
  • Ability to travel to sites within the region as needed
  • Proficient in MS Office Suite (Excel, Word, PowerPoint) as well as MS Project

Interpersonal Skills

  • Must be able to lead teams.
  • Must be able to make effective and timely decisions.
  • Must be able to effectively influence peers and other stakeholders without direct reporting relationships
  • Must possess leadership qualities such as:
  • ability to teach and mentor
  • ability to negotiate
  • ability to hold others accountable
  • ability to listen
  • ability to accept input from others
  • ability to accept coaching from others
  • ability to give clear direction and provide feedback to others

Physical Requirements in Accordance with ADA

  • Carrying/Lifting:
Occasional, 0-25 lbs.
  • Standing:
Frequent, up to 6 hours per day
  • Sitting:
Frequent, up to 6 hours per day
  • Walking:
Frequent, up to 6 hours per day
  • Repetitive Motion:
Keyboard activity, telephone use, writing, reaching, grasping, pushing, pulling
  • Visual Acuity:
Ability to view computer monitors and read newsprint, with or without corrective lenses
  • Environmental Exposure:
None
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