The AVP of Patient Experience is responsible for leading system-wide strategies to enhance patient

satisfaction, engagement, and overall experience. This role ensures alignment with regulatory standards,

quality improvement initiatives, and organizational goals. The AVP will oversee multiple regional leaders,

fostering a culture of excellence and continuous improvement.

Strategic leadership: Develop and implement patient experience strategies that

align with health system’s mission and strategic pillars. Set measurable program

goals and oversee implementation of initiatives that enhance patient-centered

care.

· Data Driven Improvement: Utilize patient satisfaction metrics, CMS star

ratings, and PRO measures to identify improvement opportunities and drive

enhancements in care delivery.

· Interdisciplinary Collaboration: Partner with clinical, operational, and

administrative teams to integrate patient-centered approaches to care delivery

across department. Drive improvements in entity-specific patient experience

metrics.

· Compliance & Standards: Ensure adherence to regulatory requirements related

to patient experience and quality reporting. Establish standardized protocols for

patient interactions and responsiveness. Coordinate with nursing and medicine to

ensure patient experience aligns with clinical outcomes and facilitate cross

departmental initiatives to enhance communication.

· Training & Development: Lead initiatives to educate staff and leaders on

patient engagement strategies, communication techniques, and service

excellence. Supervise regional patient experience leaders and ensure consistency

in service delivery.

· Stakeholder Engagement: Serve as a liaison between health system, hospital

and clinic leadership, patients, and community partners to foster transparency

and trust. Utilize effective data visualization tools to provide actionable insight to

entity-specific leadership. Partner with clinical, administration and operational

teams to integrate best practices.

· Financial and Resource Management: Oversee budgets related to patient

experience programs, ensuring efficient allocation and utilization of resources.

Evaluate cost-effective strategies for service enhancements without compromising

quality and align financial planning with system-wide priorities for sustained

patient satisfaction.

Education

· Master’s Degree in Healthcare Administration, Business, Nursing or related field

Minimum Work Experience

· Minimum 7 years progressive, multi-entity, health system leadership experience in patient engagement and patient experience.

Licensures and Certifications

Certified Patient Experience Professional (CPXP) on hire or within 12 months of hire – required Lean six sigma – preferred

Required Skills, Knowledge, and Abilities

· Excellent communication and interpersonal skills that include the ability to negotiate and resolve conflicts and build teams.

· Demonstrated creativity and flexibility. · Ability to operate in high-pressure situations.

· Excellent organizational skills.

· Advanced working knowledge of Office 365 (e.g., ability to create custom pages, excel workbooks/worksheets and develop tools using SharePoint’s advanced capabilities, cross-utilization of Microsoft Power BI, Tableau, etc.)

· Demonstrated innovative approach to problem resolution.

· Ability to work collaboratively across ARH entities and disciplines with demonstrated commitment to patient and family centered care experience.

· Broad knowledge of modern health care administration practices and principles within a rural healthcare environment.

· Effective analytical ability to develop and analyze options, recommend solutions to and solve complex problems and issues.

· Demonstrated effective managerial and administrative leadership.

· Effective organizational, planning and project management abilities.

· Experience in financial and programmatic presentations.

· Ability to function independently and deal with multiple, simultaneous projects.

· Ability to recognize personal strengths and weaknesses and develop goals for professional growth and achievement.

· Ability to demonstrate a commitment to quality and excellence.

· Ability to implement change in a positive, sensitive and forward- thinking manner

· Effective planning and problem solving

· Ability to develop goals and objectives, and establishing priorities

· Inspires confidence, appropriate risk taking and achievement of high standards

· Self-starter with a willingness to try new ideas

· Positive, can-do attitude coupled with a sense of urgency

· Good judgment and ability to act decisively at the right time

· Ability to persuade others and develop consensus

· Effective communication skills both in written and verbal presentation with a communication style that is open and foster trust, credibility and understanding.

· Ability to effect collaborative and promote teamwork

· Ability to ensure a high level of customer satisfaction including employees, patients, visitors, referring physicians and external stakeholders

· Ability to create win/win solutions and relationships