{1}
##LOC[OK]##
{1}
##LOC[OK]##
##LOC[Cancel]##
{1}
##LOC[OK]##
##LOC[Cancel]##
Contact Us
CXPA Store
Login
Online Store
Help Documentation
Home >
View Job Posting
Job Posting Details
Company Name
Fairview Health Services
HTML Body
The Fairview Health Services (FHS) Vice President of Customer Experience (VPCx) is the executive responsible for leading the customer experience across the enterprise to advance Fairview’s vision and goals providing top decile patient experience and provision of high quality and safe patient care. This executive will drive and foster a system culture of patient and family centered care, while improving the patient and family experience across the organization.
The VPCx partners directly with the system service executive team, service line executives and operational executives to assess and communicate performance, and foster improvement at all levels of the organization. The VPCx will translate the FHS vision of Cx and the concepts of service excellence and patient relations into consistent standard practices and attainable behaviors. Serves as advocate for patients and families.
Job Expectations:
Partnering with the CEO, CAO and senior leaders, responsible for developing a compelling vision of customer experience, cascading it across the system and creating a “working model” of a standardized approach the organization will use to achieve the vision.
Define optimal/ideal Cx (target), ongoing assessment of current state (actual), and articulate gap.
In conjunction with the FOS development and operational and functional leaders, lead the process to create plans to close the gap between current and desired state (i.e., Pacesetter A3).
Effectively collaborate with key leaders, physicians, and staff throughout the system to foster Cx excellence in a heavily matrixed environment.
Develop, implement and maintain the infrastructure for center of expertise for Cx.
Ongoing evaluation of patient relations structures, processes and outcomes across FHS enterprise. Determine necessary points of intersection with Cx center of expertise to insure common FSH approach to Cx and service recovery which reinforce FSH brand promise.
Translate concepts of service excellence, CX and patient relations into consistent, standard practices and actionable behaviors.
Identify and present key issues impacting patient and family experience for executive leadership.
Create 1-3 year plan and milestones as we process to reach top decile performance in 5 years
Negotiate with vendors regarding patient experience surveys to leverage more value for the required spend.
Ongoing assessment of the FSH Cx vision, methodology, structure and support resources to achieve optimal performance.
Required
Education
Bachelor’s degree in business, hospitality, healthcare or related field
Experience
Minimum 10 years customer service experience to include healthcare or other customer service industry.
5 + years Influential leadership experience to include strong interpersonal skills, preferably in healthcare.
Experience with patient relations and/or customer service measurement tools.
Skilled in understanding data analytics and use of surveys, metrics and standards
Keen understanding of process improvement principles.
Preferred
Education
Master’s Degree in business, hospitality, healthcare, related
Experience
Six Sigma or Lean experience
Knowledge of CAHPS surveys, consumer research and approaches
Experience with Press Ganey Patient Experience tools, TruthPoint or other patient experience tools.
Division
Internal Reference Code/Reference No.
17-70452
Location Name
United States
Association Management Software
by
MemberSuite
Core Version:
4.173.1.2297
Privacy Policy
Community Expectations
|
Privacy Policy
© 2020 CXPA All rights reserved