Location:
Rosedale Office Building
Department:
Patient Experience
Shift:
First Shift (United States of America)
Standard Weekly Hours:
40
Summary:
Reporting to the Vice President of Cook Children's Experience, the Director of Experience Elevation provides strategic leadership and operational oversight to create great Cook Children's experiences across the integrated system. Serves as lead, internal Cook Children's experience consultant to clinical and operations staff to respond to patient, family and member priorities and execute strategies that meet and exceed priorities and needs. Executes evidence-based tools, best practices, tactics and techniques to improve the Cook Children's experience measured by quantitative and qualitative patient data. How You Make a Difference at Cook Children's, everyone should feel like family. The Director of Experience Elevation is critical to ensuring we act on what our patients, families and health plan members tell us this looks like when we do this best, helping us to be our best more consistently and continuing to elevate our ability to be even better. What our patients, families and members experience directly affects their well-being, medical outcomes and their long-term relationship with healthcare. This role oversees a team that empowers our people, processes and technology to make meaningful improvements that have direct impact to our communities. How We Make a DifferenceThe Patient, Family, Member Experience teams mission is to give voice to what patients, families and members see, advocate for how experiences effect well-being, provide support and emotional safety, and elevate people, processes and technology. This role is surrounded by colleagues who are deeply passionate in bettering the human experience and consider their work a calling.
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• ur Promise inspires us to perform at our highest level because we understand the impact we have every day on the lives of the children, families and caregivers we serve.
Qualifications:
- Bachelor's Degree required healthcare, behavioral science, marketing, or business, plus 5 years healthcare experience. OR Master's degree in similar field, plus 3 years healthcare experience.
- Minimum of 3 years supervisory experience with comparable span of control for an integrated health care system, preferably pediatric
Demonstrated ability to work independently and solve problems in complex environments. Projects mature, even tempered and professional demeanor even under pressure. Strong technical skills including computer proficiency, demonstrated ability to understand and apply mathematical, quantitative and statistical concepts to make evidence-based decisions and drive change. Demonstrated judgment and ability to work effectively with a wide range of staff, patients and families. Managed a staff, developed budgets, programs and business cases to support patient experiences. Flexible and resilient, comfortable with ambiguity, adaptable to a high change environment.MS Office, Excel proficient, basic data analytics and statistical trending, knowledge of CAHPS survey data and methodologies, understanding of service recovery principals by accredited organization like the Beryl Institute
About Us:
Cook Children's Health Care System
Cook Children's Health Care System offers a unique approach to caring for children because we are one of the country's leading integrated pediatric health care delivery organizations. Patients benefit from the integrated system because it allows Cook Children's to use all of its resources to treat a patient and allows for easy communication between the various companies by physicians with a focus on caring for children and adolescents.
Cook Children's is an equal opportunity employer. As such, Cook Children's offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.