Job Description

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 Title

Vice President and Chief Patient Experience Officer

Location

Cleveland

Facility

Cleveland Clinic Main Campus

Department

Continuous Improvement Admin-Clinical and Operational Improvement

Job Code

T97511

Shift

Days

Schedule

8:00am-5:00pm

Job Details

Cleveland Clinic isseekinga dynamic and experienced leader to serve as Vice President and Chief Patient Experience Officer. This is akey role in driving a positive care-seeker experience across the enterprise.

As a member of the Clinical and Operational Improvement executive leadership team, the Vice President and ChiefPatient ExperienceOfficerisresponsible fordeveloping and executing the enterprise-wide vision and strategy to become the preeminent leader in Patient Experience (PE) and the most trusted healthcare systemin the world. This leader provides strategic,operationaland collaborative leadership to ensure all elements of our comprehensive enterprise strategy are optimally positioned to transform the patient experience and strengthen trust among patients and care-seekers globally.

The Vice President and Chief Patient Experience Officerdevelops, defines and leadsthe patient experience vision, strategy, goals, processes and functions, includingobjectivesand key results (OKRs). This leader partners with other key clinical and operational leaders to ensure clinical care, operational processes and digital and marketing assets are optimally positioned to support and enable a comprehensive and integrated patient and family experience that builds loyalty and fosters trust. This leaderis responsible fordefining and tracking system-level trust and experience metrics, aligned to enterprise brand,accessand quality outcomes.

The Vice President and ChiefPatient ExperienceOfficerleadsthe enterprise Patient Experience team, modeling collaboration and building trust with key stakeholders across all interdisciplinary healthcare roles to achievehighly reliableoutcomes, foster trust and improve performance.Additionally, this leader proactively communicates internally and externally to educate staff and patients about the patient experience vision and strategy, tactics,metricsandperformance

Responsibilities:

• Responsible for developing and articulating a clear, compelling vision and strategy to transform the patient experience and foster trust across the consumer and patient journey for the Enterprise.

• Responsible for implementing,managingand evaluating the CCHS Patient Experience strategy, ensuring enterprise alignment on key strategies,initiativesand processes to drive improvement and ensure we achieve our strategic goals.

• Oversee PE operations, including team leadership, recruitment, performance management, caregiver experience,budgetingand resource allocation.

• Identify, prioritize, and communicate patient, family member/caregiver and care-seeker preferences, needs, expectations,concernsand risks. Partner with clinical and nonclinical stakeholders to proactively address concerns and remediate asappropriate

• Guide andinformselectionand use of technology to enhance patient, family member and care-seeker experience and foster trust.

• Maintainhighlevel of education and knowledge of the healthcare environment. Communicate activities and trends of regulatory agencies, improvement methodologies,toolsand innovations related to patient and care-seeker preferences and experience

• Shape and inform the use of technology (including the electronic medical record (Epic, including MyChart), web-based tools, AI-capabilities, other digitalassetsand capabilities to shape patient and care-seeker expectations, enhance the patient experience and build trust.

• Partner closely with Marketing and IT to ensure the brand, website and all marketing assets and digital tools and marketing effectively align customer expectations andbrandto create a cohesive and integrated care-seeker and patient experience.

• Partner closely with the Vice President, Access to ensure the patient and care-seeker experience is seamless,intuitiveand aligned across all access points. This includes integration of scheduling workflows, care navigation tools, digital front doorassetsand referral processes to reduce friction and enhance trust across the entirety of patientjourney

• Collaborate closely with Safety, Quality and Patient Experience (SQPE) and Access leadership and teams to ensure a unified, integrated approach to improving patient experience as part of the broader Safety, Quality and Patient Experience improvement strategy

• Oversee,guideandadviseon touchpoints that shape how families, caregivers, care-seekers and communities experience and trust Cleveland Clinic.

• Partner closely with the Caregiver Office and clinical/nonclinical leaders to ensure caregiver engagement and cultural alignment reinforce patient trust.

• Ensure inclusion of patient voice in the development of the patient experience, marketing and digital strategies,technologiesand communications.

• Provide contentexpertise, while integrating data and learning from patient and consumer inputs and complaint systems to further efforts tooptimizeand transform the patient experience.

• Build, develop and manage a high-performing enterprise Patient Experience and Trust team that spans markets and services, ensuring local care-seeker needs and preferences are met while aligning to enterprise strategy andobjectives

• Collaborate effectively and foster effective partnerships with leaders across Clinical and Operational Improvement, markets,institutesand shared services

Minimum qualifications:

• Master’s degree in healthcare or related field, or other advanced degree in clinical field (medicine,nursingor other clinical area)

• Certified Patient Experience Professional (CPXP) or equivalent certification within one year of hire

• A minimum of 15 years of related healthcare leadership – ideally with deep experience in healthcare,technologyor consumer service industries

• A minimum of five years of direct leadership experience

• Must haveproventrack recordof creating and operationalizing successful strategic patient/customer trust and experience strategies that drive stakeholder engagement and organizationalobjectives

• Knowledge of regulatory landscape, data and analytics of patient/customer experience data and research, statistical and financialanalysisand business plan development, including experience gathering,evaluatingand sharing quantitative and qualitativevoice of the customer data toinforma strategy

• Knowledge of healthcare industry and patient/customer experience landscape, including challenges, regulatory environment, marketdynamicsand emerging trends

• Demonstrated record of success leading strategy and managing change in large, complex organizations

• Vision for a strategic, system-leveland global patient trust and experience strategy, aligned to enterprise strategy

• Excellent interpersonal skills that enable effective partnership, collaboration and change leadership across enterprise functions at the executive leader level, including clinical (nursing and provider) and operational leadership, strategy, digital and marketing leaders

• Proven experience building and leading high-performance, multidisciplinary teams, including attracting andmaintainingtop-tier global talent

• Ability to motivate a team and a large, matrixed organization through change and transformation

• Demonstrated financial acumen, with ability to plan, create business plans and manage budgets

• Operational discipline, analytic acumen, data-driven approach anddemonstratedability to drive measurable outcomes

• Experience managing strategic relationships, partnership and contracts with vendors, consultants,agenciesand organizational partners

• Effective application and coaching of Lean/process improvement, structured problem solving, journey mapping, human-centereddesignand other improvement methodologies

• Demonstrated success in leading culture, service, or brand transformation initiatives at scale while modeling Cleveland Clinic values

Preferred qualifications:

• Healthcare experience

• Ability to collaborate with and influence C-suite leaders and caregivers at alllevels

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate effectively and exchange accurate information
• Ability to travel throughout the health system both domestically and internationally

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required for procedures.

Languages:

• Proficient in use of the English language

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 drug free environment. All offers of employment are followed by testing for controlled substances.

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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster

Cleveland Clinic is pleased to be an equal employment opportunity employer.