Tucson Medical Center
Assistant Vice President – Patient Experience
Tucson Medical Center, Tucson, Arizona, United States, 85718
Assistant Vice President – Patient Experience
SUMMARY
The AVP, Patient Experience leads the enterprise strategy to deliver compassionate, patient- and family-centered care across inpatient, ambulatory, and ancillary services. This leader integrates Service Recovery, Patient Relations, Language Access, Spiritual Care, and Experience measurement (CAHPS/Press Ganey) into a single, coherent operating model and partners tightly with Nursing, Quality, Safety, Compliance, and Operations to improve outcomes and experience at scale.
ESSENTIAL FUNCTIONS Strategy & Governance
Build and execute a multi-year Patient Experience roadmap that unifies patient-facing services and measurement.
Chair or co-chair the Patient Experience Oversight Committee and maintain governance artifacts.
Provide regular enterprise updates to Quality & Safety leadership and collaborate with the Chief Nursing Officer.
Measurement, Analytics & Vendor Management
Own CAHPS/HCAHPS/CG-CAHPS strategy, target setting, and unit/clinic-level action plans.
Lead the Press Ganey partnership and ensure accurate site/provider data via STANDARD WORK.
Patient Relations, Complaints & Grievances
Oversee complaint intake, investigation, timely resolution, service recovery, and trend analysis.
Serve as Patient Experience subject-matter participant in the Compliance & Privacy Committee.
Language Access & ACA §1557 Compliance
Ensure equitable communication support for patients with limited English proficiency and disabilities.
Lead audits and corrective actions in partnership with Compliance.
PFAC (Patient & Family Advisory Council)
Sponsor and operationalize PFAC (membership, cadence, scope), incorporating patient/family voice into improvement projects.
Culture, Education & Service Recovery
Deploy enterprise training and sustainment plans to embed service recovery behaviors at the point of care.
Coach leaders to use visibility boards and periodic audits; recognize teams and scale best practices.
Safety, Quality & Event Response Integration
Partner with Patient Safety/Risk on sentinel/adverse events to ensure compassionate disclosure and prevention.
Operating Model & Org Design
Finalize roles, spans, and interfaces for the Patient Experience function and steward change management through to adoption.
Adheres to TMCH organizational and department-specific safety, confidentiality, values, policies, and standards.
Performs related duties as assigned.
MINIMUM QUALIFICATIONS EDUCATION:
Bachelor’s degree required. Master’s degree preferred.
EXPERIENCE:
Eight (8) years of progressive leadership in patient experience, nursing, quality/safety, or operations.
LICENSURE OR CERTIFICATION:
None required. CPXP (Patient Experience), CPHQ (Quality), Lean Six Sigma preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of Patient Rights, CMS regulations and hospital best practices to ensure proper evaluation of issues and concerns that might arise.
Knowledge of internal/community resources available to assist patients.
Knowledge of process improvement techniques and resources to evaluate benchmarks of best practices.
Demonstrated leadership in people management and facilitative skills.
Ability to be collaborative with all departments, clinical and ancillary, to enhance a culture of transparency and safety.
Skill in communicating verbally and in writing with a wide range of staff, patients, physicians, and hospital management.
Ability to manage people and programs.
Ability to prepare detailed reports, preparing trend analysis and present findings.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
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ESSENTIAL FUNCTIONS Strategy & Governance
Build and execute a multi-year Patient Experience roadmap that unifies patient-facing services and measurement.
Chair or co-chair the Patient Experience Oversight Committee and maintain governance artifacts.
Provide regular enterprise updates to Quality & Safety leadership and collaborate with the Chief Nursing Officer.
Measurement, Analytics & Vendor Management
Own CAHPS/HCAHPS/CG-CAHPS strategy, target setting, and unit/clinic-level action plans.
Lead the Press Ganey partnership and ensure accurate site/provider data via STANDARD WORK.
Patient Relations, Complaints & Grievances
Oversee complaint intake, investigation, timely resolution, service recovery, and trend analysis.
Serve as Patient Experience subject-matter participant in the Compliance & Privacy Committee.
Language Access & ACA §1557 Compliance
Ensure equitable communication support for patients with limited English proficiency and disabilities.
Lead audits and corrective actions in partnership with Compliance.
PFAC (Patient & Family Advisory Council)
Sponsor and operationalize PFAC (membership, cadence, scope), incorporating patient/family voice into improvement projects.
Culture, Education & Service Recovery
Deploy enterprise training and sustainment plans to embed service recovery behaviors at the point of care.
Coach leaders to use visibility boards and periodic audits; recognize teams and scale best practices.
Safety, Quality & Event Response Integration
Partner with Patient Safety/Risk on sentinel/adverse events to ensure compassionate disclosure and prevention.
Operating Model & Org Design
Finalize roles, spans, and interfaces for the Patient Experience function and steward change management through to adoption.
Adheres to TMCH organizational and department-specific safety, confidentiality, values, policies, and standards.
Performs related duties as assigned.
MINIMUM QUALIFICATIONS EDUCATION:
Bachelor’s degree required. Master’s degree preferred.
EXPERIENCE:
Eight (8) years of progressive leadership in patient experience, nursing, quality/safety, or operations.
LICENSURE OR CERTIFICATION:
None required. CPXP (Patient Experience), CPHQ (Quality), Lean Six Sigma preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of Patient Rights, CMS regulations and hospital best practices to ensure proper evaluation of issues and concerns that might arise.
Knowledge of internal/community resources available to assist patients.
Knowledge of process improvement techniques and resources to evaluate benchmarks of best practices.
Demonstrated leadership in people management and facilitative skills.
Ability to be collaborative with all departments, clinical and ancillary, to enhance a culture of transparency and safety.
Skill in communicating verbally and in writing with a wide range of staff, patients, physicians, and hospital management.
Ability to manage people and programs.
Ability to prepare detailed reports, preparing trend analysis and present findings.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
#J-18808-Ljbffr