Reporting to the Sutter Bay Medical Foundation Executive, the Director, Center of Excellence for Patient Services leads SBMF to continuously improve the patient experience, is a key resource for supporting strategic service-related deployment and for driving a lean-based management system across SBMF and for partnering with the Sutter Office of Patient Experience.
The Director, Center of Excellence for Patient Services will provide guidance and leadership to harness team engagement and inspire a culture of patient and family centered care, establish an innovative environment that fosters best practice discovery and dissemination. The incumbent will manage development and deployment of system-wide transformation of the patient experience, including PAMFCARES, iCARES and other service expectations and other key service-related practices. They will manage the patient experience survey methodology, dashboard goal setting and the translation/utilization of survey data. The incumbent will direct Patient and Family Advisory Councils and Volunteer Services operations to enhance and improve the patient experience. The incumbent has exceptional influencing and consulting skills and effectively works with front line staff, physicians, and cross-functional leadership to create and implement a culture of service and caring standardized across the organization, front line improvement and recognition and celebration of exceptional service.
The Director, Center of Excellence for Patient Services collaborates with patients and families, Senior Executives, all departments and team members and volunteers. The incumbent will exercise a high level of independence and authority to achieve objectives without seeking approval from supervisor. Independently monitors progress on projects, including balancing the expectations set forth from the Executive team. Independently takes appropriate steps to make progress and meet deadlines.
The Director, Center of Excellence for Patient Services will also be part of a team responsible for teaching and coaching PAMF administrators, clinicians and front-line staff on the application of lean as a business strategy to solve organizational problems. The incumbent will lead and facilitate improvement endeavors, will contribute to the development and implementation of improvement programs across the organization, and will contribute to the development and execution of training and infrastructure for the Lean Promotion Office. In collaboration with physician and operational leaders (including Human Resources, clinical operations, LPO and the executive team), System leaders (Director of Patient & Family Experience, Voice of the Customer Manager) provide thought leadership to deploy strategic plans and goals to continuously improve the system-wide patient experience transformation, including PAMFCARES and other key service-related activities. Assess staff and physician engagement as it correlates to patient experience. This individual assesses, recommends and collaborates with leaders to improve all aspects of the patient experience. This individual continuously seeks out best practices on incorporating patient and family engagement to transform services throughout PAMF. Involves internal and external vendor management and participates in system-wide patient experience improvement forums (Ambulatory Patient Experience Committee, etc.).
Supports the integration and hardwiring of PAMFCARES, iCARES and other initiatives with the Lean Management System.
A Bachelor’s degree is required and at least 5 years project management, consulting and/or direct management experience. Experience managing teams either on improvement projects or in operations. Experience in creating and deploying patient experience or patient satisfaction improvement work.
Experience with Lean process improvement tools and methods. Demonstrated success in managing and achieving results on improvement projects or teams. Prior management experience; healthcare industry experience and / or consulting or project management experience.
Highly respected team player/learner. Possesses a strong desire and ability to rapidly learn and apply the principles of a Lean enterprise.
Demonstrated skills in consulting, group process facilitation, whole system design, negotiation, change management & conflict resolution.
Proven talent and passion for creativity and innovation.
Strong communication skills (verbal, written and listening) with ability to interact effectively across the organization, especially in situations requiring instructing, persuading, negotiating, resolving conflict, consulting and advising. Must be comfortable speaking in public and to various audiences.
Skilled in teaching improvement concepts and principles to diverse audiences from senior management to frontline staff.
A demonstrated track record of successfully working with and motivating diverse work teams, including physicians.
Excellent project management skills including project time, scope, and cost management.
Able to read & interpret data; translates data into meaningful information and uses data to shape work; possesses strong analytical and critical thinking skills.
Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, PowerPoint, Visio, Word and Outlook.
Able to perform complex tasks, prioritize multiple projects, and work under pressure to meet deadlines in a fast-paced environment.
Master’s degree in Business, Health Administration or related field.
Understanding of healthcare industry & terminology. Prior experience with successfully developing and implementing a patient experience program. Prior Lean training and experience are a significant advantage.
Sutter Health is an Equal Opportunity Employer (EOE M/F/Disability/Veterans)
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About Sutter Health
Sutter Health has a long history in California. Some of our facilities have been providing care in the communities we serve for more than 100 years. Today, we’re proud to partner with more than 12,000 doctors to care for more than 3 million people.