Executive Director - Patient Care Experience

The Executive Director provides strategic leadership, operational excellence and serves as a thought leader in shaping care experience for the Presbyterian enterprise, using national experience trends, recognized best practices and Presbyterian-specific data. You will build and oversee a strong and consistent experience infrastructure designed to provide strategic support and tactical direction to core operational leaders who are responsible to create great patient and family experiences throughout Presbyterian Delivery System. This person leads the patient experience team, which serves as primary internal patient experience consultants to senior and operational leaders. You will recommend and implement effective customer experience strategies to achieve identified requirements, organizational goals and associated outcome metrics. Collaboration with executive level leaders across the enterprise to advise on ways to ensure customer experience processes are integrated across business units. You will represent Presbyterian in key community relationships related to Patient Experience, such as advocacy groups and advisory councils.

Key activities include: identify opportunities for improvement and integration of best practices across care settings; assess current organizational structures to support initiatives; development of operating plans with financial, operational metrics and quality outcomes; optimize and lead patient experience large-scale organizational change initiatives through identified opportunities; lead patient experience in standardization and selection of industry clinical best practices; and assist in implementing process improvements and best practice recommendations to improve quality of care and reduce overall cost. 

 

About Presbyterian Healthcare Services

Presbyterian Healthcare Services exists to improve the health of patients, members and the communities we serve. We are a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1,600 providers and nearly 4,700 nurses.

 

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

 

This leader will support the patient care experience and language access for all 9 hospitals and Presbyterian's ambulatory clinics. 

• Bachelors Degree in healthcare or related field required.
• Masters degree preferred.
• Minimum of 5-7 years in healthcare field including management level experience with comparable span of control.
• Experience managing and interpreting survey data and using data to plan activities and achieve results.

• Directs all efforts to sustain and further care experience strategy and programs to include review and management of key results as compared to goals.
• Responsible for the enterprise roadmap of tools and solutions that lead to a measurable improvement in care experience.
• Engages key leaders and strategic initiative measure owners to understand results and implement programming to improve performance.
• Leads analysis and sharing of weekly, monthly and quarterly report out to senior leaders, hospital leaders and PMG leaders. Provide monthly board scorecard commentary and annual report outs. Advise Analytics Organization in the creation of data analysis tools, proposed targets and survey strategy.
• Serve as the primary decision maker for survey strategy within the Presbyterian Delivery System.
• Partners with Delivery System, System Services and Health Plan leaders to guide integration of customer experience across business units, identify strategic opportunities and build consistency in approaches for programs that impact care experience.
• Mentor and coach care delivery leaders to encourage performance improvement and achievement of organizational goals and strategic initiatives.
• Builds and maintains contractual relationships with vendors and consultants, including Press Ganey, vendor for patient, employee and provider engagement surveys and services.
• Ensure compliance with relevant Conditions of Participation and Joint Commission accreditation standards.
• Remain current on emerging industry trends and best practices to aid in the development of a multi-year strategy for care experience transformation.
• Develops new programs and services, as care delivery needs change in collaboration with senior leaders and the Presbyterian Delivery System leadership team.
• Drives strategic initiatives relating to customer experience design/ improvement and implementation.
• Responsible for relevant reporting suite of metrics and performance review conversations to drive accountability and strategic roadmaps leveraging a deep understanding of the voice of the customer.
• Identifies, develops, and deploys strategies to enhance the patient experience including processes, communications, and interactions which impact care experience.
• Guide the augmentation of Language Access strategy through health equity strategic planning
• Develop, design and implement Language Access operational plans, leadership team and standard work in alignment with organizational goals for health equity.
• Leads teams and committees in the identification, design and implementation of tools and solutions that enhance care experience and ensures focus on performance and achievement of results.
• Participates on designated committees, task forces and councils as a representative of the Customer Experience Team. Contributes to budgeting, planning and goal-setting relating to program efforts.
• Prepares reports and analytics for various leaders, committees and Boards, as required.
• Responsible for leading the continuous improvement of care experience programs through benchmarking, data-driven analysis, research and adoption of best practices

We offer more than the standard benefits!

Presbyterian employees gain access to a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more!

Learn more about our employee benefits:

https://www.phs.org/careers/why-work-with-us/benefits

Why work at Presbyterian?

As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans. For our employees, we offer a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.

Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.

 

About Our Regional Delivery System

Presbyterian's Regional Delivery System is a network of six hospitals and medical centers throughout rural New Mexico including locations in Clovis, Espanola, Ruidoso, Santa Fe, Socorro and Tucumcari. Our regional facilities are home to more than 1,600 clinical and non-clinical employees who help make Presbyterian the state's largest private employer with nearly 14,000 statewide employees. With a variety of services ranging from general surgery to pediatrics to heart and cancer care, our regional employees are proud to provide close-to-home care for their communities.

We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

About New Mexico

New Mexico continues to grow steadily in population and features a low cost-of living.

Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.

New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

USD $77.38/Hr.

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.