Director, Experience Improvement and Sustainment

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

900 HOPE WAY

City:

ALTAMONTE SPRINGS

State:

Florida

Postal Code:

32714

Job Description:

Addresses gaps and successes with markets, providing performance improvement consulting. Escalates major pain points to leadership and identifies solutions. Collaborates closely with the analytics team, particularly regarding experience of care surveys and feedback. Oversees ongoing monitoring of systemic trends, successes, and pain points. Evaluates market-by-market performance comparatively and external organizations for learnings. Identifies and researches global challenge areas. Other duties as assigned. Maintains visibility into consumer experience initiatives, assessing sustainment methods and outcomes measures for delivery. Collaborates with colleagues to develop sustainment methods for new initiatives, ensuring they are included in delivery workplans. Assists in initial dashboard delivery, working with activation colleagues, then serves as the primary interface to foster understanding/use by markets and corporate services. Plans for the timeframe of close operational monitoring before a function/feature is considered ongoing work, requiring less monitoring. Partners with analytics in developing dashboards for monitoring deployed initiative effectiveness. Partners with markets to oversee monitoring of sustainment measure outcomes for deployed initiatives.

Knowledge, Skills, and Abilities:

• Strong leadership skillset with demonstrated experience in building matrixed partnerships to achieve results [Required]
• Project management expertise with examples of large complex initiative success [Required]
• Strong group facilitation, change management and consultant skillsets [Required]
• Big picture thinker, with strong ability to navigate the detail when needed [Required]
• Excellent verbal and written communication skills…able to develop effective and succinct presentations [Required]
• Strong public presentation skills, with a demonstrated track record of speaking [Required]
• Attention to detail, ability to lead, organize and work on multiple initiatives/projects without compromising work [Required]
• Ability to navigate a variety of consumer initiative omni-channel topics with confidence, leveraging own or others expertise where appropriate [Required]
• Deep knowledge of what impacts consumer/patient experience in healthcare, or comparable consumer experience knowledge from other industries [Required]
• Data curious skillset with a strong working knowledge of statistics and ability to interpret consumer insights and apply to major initiatives. [Required]
• Knowledge and experience with performance improvement methodologies such as Lean or Six Sigma [Required]
• Working understanding of CAHPS and other patient experience surveys, as well as key drivers of patient experience of care. [Required]
• Experience working with all levels of a healthcare or comparable organization, with strong communication skills to engage any level worker [Required]
• Ability to tell a great story – bringing audiences along so that ideas, concepts, and projects can move forward [Required]
• Self-directed with excellent team building skills [Required]
• Proficiency in Microsoft Office Suite [Required]
• Design Thinking methods [Preferred]

Education:

• Master's [Required]

Field of Study:

• in Healthcare or Related Field

Work Experience:

• 10+ healthcare related experience with progressive roles [Required]
• 3+ experience in a healthcare leadership position with demonstrated skills in team building, goal achievement, successful project management, education and consulting [Required]
• 5+ demonstrated successful performance improvement experience in a consumer/patient experience role, with expectation that further pi certification will be achieved subsequent to hire) [Required]

Licenses and Certifications:

• Six Sigma [Required]
• Certified Patient Experience Professional (CPXP) [Preferred] OR
• Certified Customer Experience Professional (CCXP) [Preferred]

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements – https://tinyurl.com/23km2677

Pay Range:

$111,800.00 – $207,979.20

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.