AVP, Patient Experience

MAJOR FUNCTION:

This strategic leader will be responsible for the oversight of driving improvement efforts that will improve the patient and family member experience across the entire continuum of services provided by Inspira. This includes direct oversight of the patient relations department, who will be responsible to maintain compliance to our policies and procedures relative to complaint and grievance management, along with our Patient Experience team, who will be responsible for driving performance improvement efforts through project management and collaboration with all areas of the organization. This position will be responsible for effectively communicating Inspira’s patient experience performance, along with their improvement initiatives, at meetings for all levels of the organization. This position will work to ensure that consistency and collaboration is happening across the entire network, while putting the patient at the center of all that we do, along with supporting the front-line staff and engaging with them in our improvement efforts throughout our journey of patient and family centeredness.

QUALIFICATIONS:

• Bachelor’s degree in health care science, Communication, English, Behavioral Sciences or Business from an accredited college/university Required.
• Master’s degree in Health-related field, Analytics, or Business from an accredited college/university required.
• Must have experience in the complaint/grievance management, along with vast knowledge of CMS, DOH, DNV regulations around patient rights and compliance to policies and procedures regarding complaint and grievance management.
• Experience with public speaking and presenting in meetings at all levels required, along with a proven history of relationship building and gaining buy in from members of different departments.

Certification/Licensure:

• Certified Patient Experience Professional required after one year .

Knowledge & Skills:

• Must understand the patient and family experience throughout a healthcare environment with an intention towards improving it in a highly reliable and equitable manner.

• Must have extensive knowledge of patient experience data, such as HCAHPS reporting, as well as a firm understanding of the Press Ganey platform along with Value Based Purchasing, CMS Star Ratings, and Leapfrog Ratings.

• Must have a background in project management and performance improvement, with a demonstrated history of successfully leading interdisciplinary teams around performance improvement initiatives in the healthcare setting.

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At Inspira Health, you’ll join with the area’s most dedicated and distinguished team to bring quality and compassionate care to our communities. We focus on clinical excellence, providing evidence-based care to help each patient achieve the best possible outcome. The scope and depth of our network can open many doors for your learning and career growth.

Our charitable nonprofit health care organization serves communities across southern New Jersey. The network, which traces its roots to 1899, comprises three hospitals, a comprehensive cancer center, sleep medicine, cardiac testing, digestive health and wound care, urgent care, imaging and rehabilitation, and primary and specialty physician practices in Gloucester, Cumberland, Salem and Camden counties.

Inspira is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, age, marital status, affectional or sexual orientation, familial status, disability, liability for service in the Armed Forces of the United States, nationality, sex, gender identity or expression.