Director of Patient Experience

Closing Date:

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.

UAMS offers amazing benefits and perks (available for benefits eligible positions only):

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.

For general application assistance or if you have questions about a job posting, please contact Human Resources at askrecruitment@uams.edu.

Department's Website:

Minimum Qualifications:

• Bachelor's Degree in public policy, healthcare administration, or related health field required
• RN or other clinical background preferred
• Required 5 years of experience working in healthcare environment; Administrative or clinical experience in programs focused on Patient/Family Centered Care; Experience leading groups including quality improvement/performance improvement. Project management skills including the ability to define program, project, or process objectives, including identification of all stakeholders, plan steps, coordinate the work and resources in a timely manner.

Preferred Qualifications:

• RN or clinical degree in healthcare preferred
• Patient Experience Certification preferred; Process Improvement Certification preferred

Licenses, certificates, or registration:

• Applicable based on education

Special knowledge, abilities and skills:

• Mastery of a variety of communication modalities to include verbal communication, leading meetings, making formal presentations, and writing complex documents in an easy to understand manner.
• Excellent organizational skills.
• Strong interpersonal skills to work productively with all levels of hospital personnel as well as patients and families.
• Highly flexible with the ability to manage and respond to changing priorities.
• Strong active listening skills and the ability to identify the needs of the patient and family whether spoken or implied.
• Strong computer and technology skills. Must know Microsoft Word, Excel, PowerPoint, Publisher etc.
• Solid understanding of process improvement methodologies
• Ability to work independent and self-directed.
• Patient experience data software experience preferred

Additional Information:

Job Requirements:

• Directs the Office of Patient Experience including:
• Leads planning, execution, integration, and implementation of initiatives that improve the experience of patients and families at UAMS
• Acts as an exemplary campus leader who improves the experience of our patients and their families by inculcating the principles of PFCC into the culture of UAMS
• Introduces and employs state-of-the-art, evidence-based best practices to improve the experience of patients and their families
• Works collaboratively with campus leaders to incorporate PFCC principles and activities into institutional policy, practice, patient care delivery models, curricula, and clinical research projects / programs
• Serves as an internal resource and subject matter expert on PFCC and other programs that that positively influence patient and family experience
• Ensures that PX content expertise and representation reflects the diversity and lived experience of our patients and their families as well as our workforce
• Participates in Directors' Meeting and other committee work as assigned
• Program Management - 50%
• Utilizes institutional data to monitor and improve UAMS' patient experience and the effectiveness of its clinical, educational, and research programs.
• Manages and coordinates all campus initiatives and projects aimed at improving the experience of our patients and their families.
• Prepares and submits reports to the leadership team on organizational performance in meeting patient experience goals.
• Collaborates with peers in Patient Relations office to support patient advocacy program as needed
• Works with UAMS leaders, patients and their families to solve complex problems and issues concerning their experience at UAMS.
• Monitors and insures adherence to laws, regulations, and accreditation requirements relevant to the experience of our patients and their families.
• Manages and coordinates campus initiatives and programs that integrate health literacy and effective communication strategies into patient care delivery models, curricula, and clinical research projects / programs.
• Plays a key role in educating, coaching, and training staff, physicians, students, trainees, families, patients, and community partners regarding PX and other strategies designed to optimize our patients' care experience.
• Develops and implements PX education and training programs throughout the institution. Ensures attention to health equity and disparities in selection and delivery of training program content.
• Grows patient and caregiver involvement in value-based payment initiative strategy development and implementation (e.g., cross-system and community-directed initiatives).
• Collaborates with UAMS finance team to provide financial stewardship of PX-related activities including developing and monitoring annual budget
• Leads the development and coordination of patient and family advisors, partners, and committees to effectively build partnerships among health care providers, patients, and their families
• Serves as a trusted liaison between senior leadership, the medical and nursing staff, and the patient advisory councils to inspire, build confidence, forge alliances, and garner support
• Fosters and maintains collaborative relationships with multidisciplinary clinical and operational leadership in order to engage and embed the principles of patient and family centered care into their practice
• Promotes the inclusion of patient and family knowledge, values, beliefs, and cultural backgrounds into the planning and delivery of care
• Practices and promotes the cultural humility and works as a highly effective ambassador for health equity
• Represents UAMS' PX program to national, state, and community agencies and organizations
• Effectively manages existing community partnerships and seeks out and builds new strategic relationships within our communities
• Perform other duties as needed.

Physical Requirements:

Ability to lift 25 pounds; walking across organization; sitting for long periods

Salary Information:

Required Documents to Apply:

Please contact askrecruitment@uams.edufor any recruiting relatedquestions.

All application materials must be uploaded to the University of Arkansas System Career Sitehttps://uasys.wd5.myworkdayjobs.com/UASYS

Please do not send to listed recruitment contact.

This position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity. The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law.