Providence Health & Services Executive Director, Enterprise Patient Experience in Renton, Washington
The Executive Director (ED), Enterprise Patient Experience is key to ensuring the health system consistently delivers on the Providence Promise to “Know me, Care for me, Ease my way”. The ED is accountable for providing executive and operational oversight for the system-wide patient and consumer experience strategy. As such, the ED is responsible for leading the coordination and integration of processes, systems and structures supporting Providence's commitment to compassionate care and a seamless, differentiated end-to-end experience for patients and families. The ED promulgates the health system’s experience vision and drives the strategic imperatives for experience that compliments and is propelled by our Health 2.0 strategy. Recognizing clinician/ caregiver engagement as a key driver for patient experience performance, the ED collaborates with HR , the Nursing Enterprise and the Physician Enterprise to integrate efforts for a broader care experience strategy that optimizes the care experience for patients while simultaneously simplifying care for the health system’s 120,000 care givers and 25,000 providers. The ED must have proven skills of a matrix organization leader to be successful in the creation and spread of this work. This role requires customer service expertise, and ideally a working knowledge of patient care and experience working with clinicians and teams across the health system. These ED responsibilities span the Providence family of organizations throughout all regions and across lines of business. This leader will perform all duties in a manner that promotes enterprise experience team success and reflects the Providence mission, vision, and values of compassion, dignity, justice, excellence and integrity.
The Executive Director, Enterprise Patient Experience will:
Provide leadership, direction and support in the development and implementation of a patient experience strategy while driving to improve experience outcomes across all service delivery points and in all geographies of the health system.
Develop operational plans, initiatives and programs that support the implementation of the patient experience strategy enterprise-wide.
Lead and improve organizational capabilities to deliver compassionate service, build trusted networks of and directs efforts to develop cost, utilization, and technology/research goals and objectives for this area.
Partner with Human Resources and other divisions to improve caregiver and provider experience as a necessary corollary to improved patient experience, aimed at creating an organizational culture that supports an improved patient experience.
Be accountable for the identification of ways to improve health services delivered throughout the enterprise as a component part of an improved patient experience.
Maintain leading edge expertise to ensure we are innovating and incorporating leading practice research in our strategic and tactical planning.
Articulate and advocate for the value proposition of the patient experience strategy, including the interrelationships of safety, quality, engagement and patient experience.
Ensure the effective use of resources (financial and human capital) by building strong relationships and definable work with system and regional leadership.
Direct accurate satisfaction survey data collection, analytics, data visualization, statistical reporting and qualitative patient feedback mechanisms.
Define performance standards, metrics and action plans that can be tracked against timelines and evaluated against organization performance.
Actively and meaningfully contribute to the process of ISFP (Integrated, Strategic, Financial Plan) goal setting and strategic alignment for care experience .
Demonstrate personal values that are compatible with the values of Providence St Joseph Health and the ability to provide effective leadership within a mission driven organization.
Individual can be based in Renton, WA (Preferred), Irvine, CA or Portland, OR.
Required qualifications and experience for this position include:
Minimum of Bachelor’s Degree in Healthcare, Hospitality, Business, or related field.
Master’s Degree preferred
At least 15 years of experience in the Healthcare or consumer/hospitality industry.
At least 10 years of experience in healthcare or applicable service industry leadership.
Experience in creating and presenting complex and compelling information in an easy, understandable and engaging manner.
Proven track record in change management and results-oriented operational leadership.
Ability to effectively build relationships with customers, executive management and other stakeholders through positive interaction and problem identification and resolution.
Effective written communication skills as appropriate for the needs of the audience.
Demonstrated ability to elicit, analyze, and communicate business requirements from multiple customers across disparate functions.
Broad knowledge and understanding of trends and changes taking place in healthcare.
Demonstrated ability to define, develop, and analyze performance measures and metrics.
Ability to be a servant leader, dedicated to promoting and living the Mission.
Ability to travel with expense reimbursement.
Ability to genuinely embrace, communicate and propel our Mission, Vision, Values and Our Promise.
Demonstrate and confidently articulate the value proposition (clinical and financial) for Providence Experience including the interrelationships of safety, quality, clinician / caregiver engagement, health system growth and patient experience.
Demonstrated success in being a strategic thinker, with clear vision and passion for compassion care and ease of experience as a strategically critical business philosophy.
Knowledge and experience in the philosophy of care experience including analyzing situations, integrating patient voice, engaging leaders, providers and teams in understanding existing opportunities, identifying modernized patient-centered solutions and motivating caregivers to adopt new interventions and alter behaviors, as appropriate
Ability to facilitate, engage and inspire individuals, teams and large groups.
Desire to learn new skills and drive changes with a positive spirit of cooperation and collaboration.
Preferred qualifications and experience for this position include:
Master’s Degree in Healthcare, Hospitality, Business, or related field.
Experience in a clinical capacity.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Leadership
Req ID: 303842