These key leadership roles will focus on developing strategies to achieve high performance in patient experience throughout CHRISTUS Good Shepherd Health System. This position is responsible for empowering leaders through evidence-based tools to improve the patient experience.
Key accountabilities of the position include leading iCARE patient experience initiative for CHRISTUS Good Shepherd Health System, managing Press Ganey relationship, interpreting, communicating and distributing CGCAHPS or HCAHPS results to leaders across the hospital and emergency care center. This position will be responsible for developing mechanisms for follow through on iCARE, secret shopper findings, coaching, and modeling iCARE tactics and rounding proficiency, as well as developing standards of professionalism for CGSHS.
This position will manage the SWOT process to ensure high-quality facility appearance, and collaborating with operation leaders and holding them accountable for advancing service excellence throughout CGSHS. This position will work closely with operational leadership, physicians, and nursing leadership to achieve excellence in patient experience and to achieve fiscal year patient experience goals.
Bachelors degree in Nursing, Organizational Development, Healthcare Management or Service industry related field.
Certified Patient Experience Professional (CPXP) preferred.
Demonstrable knowledge of the implications and measures for CGCAHPS/HCAHPS survey results and for CMS guidelines relating to the recording of patient satisfaction results.
3-5 Years' management experience of patient/service excellence.
Knowledge of the current trends and best practices in patient experience and service excellence.
Our Mission: WHY WE EXIST. To extend the healing ministry of Jesus Christ. Our Core Values: WHAT WE BELIEVE IN.DIGNITY Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. INTEGRITY Honesty, justice, and consistency in all relationships. EXCELLENCE High standards of service and performance. COMPASSION Service in a spirit of empathy, love, and concern. STEWARDSHIP Wise and just use of talents and resources in a collaborative manner.Our Vision: WHAT WE ARE STRIVING TO DO. CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God's healing presence and love. Our Name and Symbol:WHO WE ARE. CHRISTUS is Latin for "Christ," and proclaims publicly the core of our mission. OUR NAME choice also recognizes the heritage of our two congregational sponsors, the Sisters of Charity of the Incarnate Word in Houston and San Antonio. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, theref...ore, only fitting that it is in another form of His name that our health ministries are called together. OUR SYMBOL Reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities.