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JOB DESCRIPTION: At Emory Healthcare (EHC), we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We're empowered to influence change for, and with, our patients, their families, the community and each other. As one of the leading academic medical systems, we're eager to share what we learn with hospitals around the country, and the world. We've got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else. Emory Healthcare seeks a Vice President (VP) of Patient Experience. This senior leadership/executive role is responsible for overseeing and transforming teams and systems and enhancing overall patient and care partner experience across the healthcare system. The VP of Patient Experience will collaborate with leaders across the healthcare system to ensure patients receive high-quality care and services that meet or exceed their expectations. Strategies to holistically improve the patient experience will align with and complement wider Emory Healthcare operational and strategic initiatives. The VP of Patient Experience will report directly to the Chief Transformation Officer of EHC and have the following responsibilities: Key Responsibilities: Develop and execute a comprehensive patient experience strategy aligned with EHC's mission and values. Provide visionary leadership to create a patient-centered culture throughout the organization. Collaborate with executive leadership to integrate patient experience initiatives into the overall strategic plan. Participate in the development and management of a budget related to implementation of enterprise initiatives that include the principles of good fiscal stewardship. Lead the design, implementation, evaluation, and management of programs that enhance patient satisfaction, engagement, and overall experience. Establish the infrastructure needed to monitor and assess patient feedback, complaints, and surveys to identify and evaluate areas for improvement and drive necessary changes. Lead the development and tracking of key performance indicators related to service excellence, patient experience and patient satisfaction. Engage with physicians, nurses, staff, and administration to foster cultural and linguistic patient-centric approaches to care delivery. Collaborate with patients and their families, patient advisors, advocacy groups and community organizations to understand diverse patient needs and preferences and to then incorporate these perspectives into EHC patient experience strategies. Serve on appropriate EHC and Woodruff Health Sciences Center-level committees focused on improving patient-centered care. Partner with Emory University leaders to share and optimize knowledge and resources. Lead the development and delivery of training programs to enhance the communication and interpersonal skills of healthcare professionals. Provide guidance on best practices for patient-centered communication, empathy, and cultural sensitivity. Collaborate with health system quality and operations teams to identify areas of inefficiency or inconvenience within the patient journey and lead systemwide process improvement initiatives. Oversee the appropriate use of technological tools and platforms and integration of best practices to optimize patient experiences. Utilize data analytics to measure patient experience and service excellence and identify trends and opportunities for improvement. Develop structures and efficient processes designed to generate high-value reports for leaders and stakeholders, outlining progress and areas of focus. Ensure patient experience initiatives adhere to relevant healthcare regulations and guidelines. Skills and abilities: Visionary leadership style with the ability to inspire and influence change throughout the organization. Excellent verbal and written communication skills to interact with patients, families, healthcare staff, and executives. Strong understanding of healthcare operations, clinical workflows, and patient engagement strategies. Effective decision-making and problem-solving skills. Collaborative mindset to work with other departments and stakeholders to achieve common goals. Ability to adapt to changing healthcare landscapes, patient demographics, and emerging trends in patient experience.

MINIMUM QUALIFICATIONS: Advanced degree in medicine, nursing or public health preferred. Master's degree in healthcare administration, business administration, or a related field may be appropriate depending on work experience. Significant experience in healthcare leadership roles, with a focus on improving patient engagement and experience. Proven track record of developing and implementing successful patient engagement and experience programs. Experience with patient feedback mechanisms, survey methodologies, and regulatory requirements.

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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHI Service Performance

Job Type Regular Full-Time

Job Number 128043

Job Category Executive Leadership

Schedule 8a-4:30p

Standard Hours 40 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.