Vice President Patient Experience

About this role

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

This role provides enterprise wide strategic leadership for the health system’s patient, family, and consumer experience agenda. This executive serves as the system leader responsible for establishing and advancing a comprehensive patient experience strategy that promotes patient centered care, service excellence, compassionate culture, and measurable improvements in patient perceptions of care across all settings. The VP partners with executive leadership, physicians, operational leaders, and clinical teams to align patient experience priorities with organizational goals, quality outcomes, workforce engagement, and growth strategies. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education Required – Bachelor’s degree in Healthcare, Business Administration or related field. Preferred – Master’s degree in Healthcare, Business Administration or related field.

Work Experience Required – 10 years’ experience in leadership in a healthcare setting. Preferred – Prior leadership experience with direct and matrix reports across multiple facilities.

Certifications Required – None. Preferred – Certified Patient Experience Professional (CPEP). Project Management Professional Certification (PMP). Lean Six Sigma Black Belt (LSSBB).

Knowledge Skills and Abilities (KSAs) • Proficiency in using computers, software, and web-based applications. • Effective verbal and written communication skills and ability to present information clearly and professionally. • Advanced knowledge of performance improvement principles and methodology. • Strong conflict resolution skills and ability to demonstrate good judgement. • Strong organizational skills, self-directed and ability to set priorities and perform duties calmly and efficiently under pressure. • Strong interpersonal and leadership skills and ability to lead through influence.

Job Duties • Ensures quality of care and patient satisfaction measured by division performance reviews, accreditation and regulatory compliance, and patient advocacy scores. • Builds an engaged workforce through leadership, talent development and collaborative employee relationships. • Oversees research, education; training to support cutting edge patient care and services. • Ensures operational profitability with sound financial performance. • Develops and achieves long-term strategic business plans through effective relationship building, communication, planning, and fundraising. • Oversees the physical and technological infrastructure and develops organizational structures, programs, and processes. • Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style. • Performs other related duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns. The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid. The incumbent has no occupational risk for exposure

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