This key leadership role will focus on developing strategies to achieve high performance in patient experience throughout CHRISTUS Good Shepherd Health System. This position is responsible for empowering leaders through evidence-based tools to improve the patient experience.
Key accountabilities of the position include leading iCARE patient experience initiative for CHRISTUS Good Shepherd Health System, managing Press Ganey relationship, interpreting, communicating and distributing CGCAHPS or HCAHPS results to leaders across the hospital and emergency care center. This position will be responsible for developing mechanisms for follow through on iCARE, secret shopper findings, coaching, and modeling iCARE tactics and rounding proficiency, as well as developing standards of professionalism for CGSHS.
This position will manage the SWOT process to ensure high-quality facility appearance, and collaborating with operation leaders and holding them accountable for advancing service excellence throughout CGSHS. This position will work closely with operational leadership, physicians, and nursing leadership to achieve excellence in patient experience and to achieve fiscal year patient experience goals.
Bachelors degree in Nursing, Organizational Development, Healthcare Management or Service industry related field.
Certified Patient Experience Professional (CPXP) preferred.
Demonstrable knowledge of the implications and measures for CGCAHPS/HCAHPS survey results and for CMS guidelines relating to the recording of patient satisfaction results.
3-5 Years' management experience of patient/service excellence.
Knowledge of the current trends and best practices in patient experience and service excellence.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.