This position has overall accountability for providing leadership, direction, and administration of day-to-day operations for ensuring that services provided at all levels of the organization exceed the expectation of staff, patients, families, and physicians and that they are provided in a financially responsible manner, while maintaining a high level of visibility at the entities they support. This role is accountable for the patient experience results, in conjunction with the entity leadership, for ensuring a consistent experience is delivered to meet established goals. This includes partnering with the c-suite teams to be an accountable consultant executing on all patient experience initiatives and plans, developing plans to overcome issues and helping to put accountability in place at all levels in the organization. This position is responsible for driving, supporting and modeling a top-notch service-oriented culture focused on employee engagement, service excellence and the overall patient experience across assigned hospital facilities. Serves as a member of the leadership team at the entity level, building and supporting effective collegial relationships with applicable internal and external constituents and stakeholders and ensuring optimal patient experience delivered consistently across the entities they support.

About Fairbanks Memorial Hospital

Fairbanks Memorial Hospital is a non-profit facility owned by the Greater Fairbanks Community Hospital Foundation. A Joint Commission-accredited facility with 152 licensed beds, Fairbanks Memorial Hospital is the primary referral center for residents of Alaska's interior. We have a strong patient to nurse ratio, a culture of Shared Leadership, and are proud members of the Mayo Clinic Care Network. In addition to our exceptional clinical environment, our location offers incomparable lifestyle rewards away from work. In Fairbanks, small-town living, spectacular natural beauty and endless recreation combine to create a one-of-a-kind place to live, work and play.

*Clinical experience is highly preferred

Relocation, housing assistance and bonus are available with experience

Position Available:

Full Time

Days

May require occasional weekends

ESSENTIAL FUNCTIONS

1. Executes service excellence initiatives, training, in conjunction with system’s priorities, plan and strategy, and oversees the patient experience of multiple assigned facility/s, and other offsite company locations.

2. Accountable consultant with leadership and c-suite team at entities turning data into strategy to drive a consistently positive patient experience that meets established goals. This includes providing leadership, guidance and development for staff, articulating and demonstrating expectation for delivering exceptional experience.

3. Drives process improvements focused on delivering an ideal patient experience that promotes a patient-centered, healing environment. Promotes the use and implementation of technology in the workplace in order to streamline operations, facilitate communications, and optimize work processes.

4. Fosters a high level of collaboration within the organization in order to actively assist in driving culture change. Champions, models, and promotes service excellence philosophies and behaviors at the facility and entities supported. Work very closely and ensure tight alignment with system level strategy, plans and tools to enhance the overall patient experience.

5. Collaborates with Medical Staff leadership to evaluate patient survey data related to physician opportunities to improve the patient experience. Identifies and implements opportunities for improvement that enhance the service excellence skills of entity physicians.

6. Functions as an integral member of the entity/s leadership teams, serving in an advisory capacity to applicable staff. In collaboration with leadership team members, directs and provides oversight regarding the service excellence culture and plans that are tightly aligned with the system. Leads by example with high visibility across all levels of entities supported and influences change at the facility and entity levels.

7. Promotes financial stewardship and patient excellence for the entities supported. Ensures strong communication and linkage to support system service excellence work by utilizing systems tools, plans, initiatives, training, top tactics and other available resources to avoid duplication of effort while communicating to service excellence leadership any issues/gaps that need to be addressed. Participates in all systems wide patient experience meetings to ensure strong two way communication. 

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Foundation Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

MINIMUM QUALIFICATIONS

Strong knowledge of healthcare operations service excellence/customer service principles and practices as normally obtained through the completion of a Bachelor’s Degree. Must have and a strong working knowledge of process improvement, customer service, driving a culture, change management and project development as normally demonstrated through a minimum of seven years relevant experience.

Experience implementing high quality services and programs in a healthcare environment. Proven track record of partnering with medical staff to achieve desired patient experience outcomes. Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Advanced knowledge of process improvement principles and practices. Must have a working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast paced environment. Proficient use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces.

Skilled in solving problems in order to facilitate the communication network between patient and hospital.

Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Skilled in effectively handling multiple conflicting assignments, demands, and priorities with great attention to detail; coaching non direct report employees.

PREFERRED QUALIFICATIONS

Master's degree in Business Health Services Administration or related field.

Additional related education and/or experience preferred.

Foundation Health Partners is an EEO/AAP employer; qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.