At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job TitlePatient Experience Director II

                        

LocationCleveland

                    

FacilityCleveland Clinic Main Campus

                     

DepartmentPE Administration-Clinical and Operational Improvement

                      

Job CodeT97711

                     

ShiftDays

                       

Schedule8:00am-5:00pm

                       

Job Summary

                         

Job Details

Patient Experience Director II 

Join Cleveland Clinic’s Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the country. You will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. 

This role supports the patient experience subject matter experts in delivery of their roles to make Cleveland Clinic an empathetic environment that patients recommend in surveys. This position will lead a team in OH and FL markets and as such will need to go onsite to the various locations on occasion to support team efforts, meet with leadership locally, and execute vision 

A caregiver in this position works days, from 8:00am—5:00pm.  

A caregiver who excels in this role will:  

Develop, implement, manage, and maintain operational systems and activities. 

Maintain accountability for enterprise Patient Experience initiatives. 

Ensure direct reports are accountable for entity improvement, including education of patient experience initiatives. 

Maintaining and overseeing relational communication programs. 

Maintain expertise in Cleveland Clinic Improvement Model approach to structured problem solving and utilizes tools in driving team performance and support. 

Support medical staff quality improvement activities. 

Partner with nursing and other clinical support areas to ensure patient experience best practices implementation. 

Serve as a liaison with all levels of the organization and outside community. 

Manage multiple priorities and projects with competing deadlines. 

Allocate time to meet completion requirements. 

Serve as a coach and mentor for other positions in the department. 

Review and monitor adherence to Human Resources policies and corporate compliance procedures. 

 

Minimum qualifications for the ideal future caregiver include:  

Master's degree. 

Certified Patient Experience Professional (CPXP) OR equivalent certification within one year of hire. 

Eight years of related experience. 

Knowledge of statistical and financial analysis, primary research, and business plan development. 

Demonstrated team, leadership, organizational and problem-solving abilities. 
 

Preferred qualifications for the ideal future caregiver include:  

Health care experience within a larger, matrixed organization. 

Patient Experience survey management (Press Ganey, Qualtrix, etc).

Patient Experience survey strategy experience

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/  

Physical Requirements:

Manual dexterity to operate office equipment.

Ability to lift and transport a minimum of fifteen (15) pounds.

Ability to ambulate throughout a hospital system.

May require extended periods of standing, walking, or sitting.

Good visual acuity through normal or corrected vision.

Personal Protective Equipment:

Follow standard precautions using personal protective equipment as required.

                       

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities