AVP of Patient Experience

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Summary:

The AVP of Patient Experience is responsible for developing, implementing and sustaining strategies that elevate the overall patient and family experience. This leadership role focuses on delivering emotionally safe, excellent care that is compassionate, family-centered and aligned with our Promise of "everything for the child". The AVP leads various teams including Experience Elevation, Child Life and Family Support Services (including volunteers, facility dogs, art and music therapy, and others), Family Engagement and Patient Relations. Working within our larger experience ecosystem and aligned with the other experience pillars of team experience, health plan member experience and quality and safety, the AVP of Patient Experience plays a pivotal role in ensuring a healthy, healing environment for all. This role leads a team to drive continuous improvement initiatives, connection to purpose and ensures a consistent and supportive experience for patients and families across all touchpoints.

Qualifications

• Bachelor's degree in healthcare administration, public health, nursing, or a related field required
• Minimum5+ years of experience in a leadership role focused on experience, patient advocacy or healthcare operations, preferably within a pediatric healthcare setting
• Strong understanding of experience metrics, data analysis and improvement initiatives
• Demonstrated ability to develop patient experience strategies that elevate care
• A proven track record of using energy, creativity, independence, great ideas, willingness and desire to employ new approaches to improve the overall customer experience.
• Compassionate and relationship-based approach to leadership. Collaborative, transparent, approachable, and seek to involve others in decision-making activities.
• Exceptional communication, leadership and interpersonal skills with the ability to engage and inspire staff across all levels
• Strong analytical skills with the ability to interpret feedback data and drive improvements

About Us:

Cook Children's Health Care System

Cook Children's Health Care System offers a unique approach to caring for children because we are one of the country's leading integrated pediatric health care delivery organizations. Patients benefit from the integrated system because it allows Cook Children's to use all of its resources to treat a patient and allows for easy communication between the various companies by physicians with a focus on caring for children and adolescents.

Cook Children's is an equal opportunity employer. As such, Cook Children's offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.