Director Patient Experience, Maywood, IL
Position Summary: This position is responsible for the design, development, implementation, evaluation and continuous improvement of patient advocacy services and patient complaint and grievance management and resolution processes; patient satisfaction assessment and reporting; language interpretation and translation services provided to patients, families, administration, physicians, and staff across LUHS, and system-wide compliance with regulatory standards related to patient rights. This position has primary accountability for the development of organizational policy involving patient rights, and for the ongoing education and awareness of physicians, management, and staff to ensure compliance with governing regulation and statutes involving patient rights. This position directly supports ongoing improvements in patient safety and satisfaction through the analysis of data and information arising from patient and family feedback and complaints. Through formal participation as a member of the LUHS Patient Safety Committee and Steering Committee, this position supports the ongoing implementation of the LUHS Patient Safety Plan.
Position Requirements: Minimum Education: Required: Masters Degree Minimum Experience: Required: 6-10 years of previous job-related experience Preferred: 10+ years of previous job-related experience Managerial Experience: 5+ years
Position Responsibilities: Design, development, implementation, evaluation and continuous improvement of system-wide patient advocacy services, the patient complaint and grievance investigation/response/resolution process, and information systems used to capture and analyze complaint-related data for ongoing improvement initiatives. Design, development, implementation, evaluation, and continuous improvement of system-wide language interpretation and translation services, to provide cost-effective, comprehensive on-site interpreter services, telephonic interpreter services, and the ongoing education of physicians and staff on matters relating to language and cultural issues in patient care. Design, development, implementation, evaluation, and continuous improvement of system-wide patient satisfaction assessment processes, including the management of the patient survey process and the reporting of results to executive management. Design, development, implementation, evaluation, and continuous improvement of system-wide policies and practices related to ensuring ongoing system-wide compliance with statutory and regulatory standards related to patient rights. Develop and implement strategies related to the system-wide implementation of the Patient Safety Plan, including the design, development, and delivery of patient safety education of physicians and staff.