Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Patient and Consumer Experience team in the role of Director of Patient Experience.
The Director - Patient Experience provides strategic, operational, and thought leadership to support Indiana University Health goals. They are responsible for developing and driving Indiana University Health’s strategy around transforming the Patient Experience. The Director will socialize, establish, scale, and hardwire evidence-based capabilities and practices to create and sustain a culture of service excellence and continually enhance the patient experience across the health system. The Director defines, creates and implements a strategy that centers on Service Excellence and the patient experience resulting in high employee engagement, effectiveness and efficiency, and exceptional patient care outcomes. Through influence and relationship building, the Director of Patient Experience ensures active regional representation and engagement in IU Health’s systemwide patient experience strategies and initiatives.
Key Relationships
Reports to: Vice President, Patient and Customer Experience
Candidate Responsibilities
Candidates for the position will be selected from a diverse pool and will be evaluated according to the following criteria and competencies.
Collaboratively develop, implement, and scale strategies to improve the overall patient experience. Coordinate across various system and regional departments to ensure consistent adoption of patient care and service standards. Analyze patient feedback and other voice-of-customer inputs to affect continuous improvement. Include and represent patients’ perspectives in decision-making processes. Guide, influence, and support regional patient experience teams via matrixed reporting structures. Lead initiatives to achieve patient-centered cultural shifts and consistent, standardized adoption. Oversee key vendor relationships with associated budgetary responsibilities. Coach, support, and mentor patient experience team members. Engage with physicians and care team members to drive adoption, continuous improvement, and innovation of patient experience strategies and tactics. Engage and influence cross-functional peers to achieve patient experience prioritization and project execution. Engage with patients, families, and community members via various input channels and service recovery mechanisms.Candidate Requirements
Bachelor's degree in healthcare administration, nursing, or a related field required. Master's degree preferred. 10+ years of relevant professional experience required. Clinical background and/or direct experience working in patient care settings strongly preferred. Exceptional communication, collaboration, and leadership skills. Ability to lead with empathy, build trusting relationships, influence through indirect authority, and inspire and align stakeholders in a dynamic, matrix organization. Demonstrated ability to work effectively and cross-functionally with diverse groups of clinical and operational stakeholders.Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our diverse organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.
IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
Indiana University Health values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.