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Vice President, Experience Innovation and Consumer Services

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POST DATE 8/12/2016
END DATE 3/5/2017

Hackensack University Medical Center Hackensack, NJ

Hackensack, NJ
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Masters Degree


Job Title: VP, Experience Innovation & Consumer Services, HMH Reports To: EVP, Chief Experience Officer, HMH **PLEASE NOTE: This position is part of the Hackensack/Meridian Health Network and will be located in Edison NJ** Position s Direct Reports: Director, Evidence Based Research, Coaching and Innovation Director, Consumer Services Position Summary: Responsible for : Managing the Evidence Based Research, Coaching and Innovation functions that oversees the collection, analysis and translation of consumer information (qualitative and quantitative) to develop for deployment programs, policies with standard operating procedures and/or practices that achieve the service excellence strategy of the organization creating extraordinary human experiences. Managing the Consumer Service which includes the Advocacy Program, an Experience Call Center, complaint management, service recovery and centralized consumer communication functions. Key Position Responsibilities Generic Leadership Responsibilities : Provides strategic leadership to establish long-range goals, strategies, plans and policies; for the Consumer Service and Evidence Based Research, Coaching and Innovation Services with specific focus on vision and strategic deployment. Interprets, communicates, and ensures the implementation of the Experience Division s mission, vision, and values. Participates in the development of and compliance with administrative policies and procedures that govern operations. Role models and encourages professional and leadership development. Ensures programs are in compliance with federal, state, and local standards, guidelines, and regulations. Supervises the activities of the specified areas of responsibility. . Coordinates the development and implementation of annual operating and capital budgets related to the areas of responsibility. Recruits, hires, and supervises competent service leadership and team members. Acts as a role model for all standards of behavior and leadership competencies. Assumes other duties, projects, and committees as assigned. Job Specific Responsibilities: Collaborates with all departments to ensure care is consistently person-centered by partnering with caregivers to exceed the expectations of the individuals, their family and significant others. Collaborates with HMH leaders and team members to achieve goals exceeding national benchmarks. Revolutionizes the human experience through initiatives that provide extraordinary quality and service while demonstrating compassion and empathy for the individual, their family and significant others to make HMH a recognized leader in Human Experience among top performing health systems. Collaborates with Human Resources on all matters related to team member performance. Addresses all aspects of the human experience including clinical care, physical environment, emotional and spiritual needs of the individual, their family and significant others through team member interactions and communication. Enhances and strengthens the relationship between HMH and its customers (both internal and external) across the network. Works to build an environment that promotes both a superior experience for individuals, their family and significant others as well as a satisfying and energizing working environment for team members. Develops and oversees councils and other innovative opportunities to bring the voice and opinion of our customers into the organization. Breaks down customary silos within the network to promote cross-functional improvements that enhance the human experience. Anticipates the needs of, and ensures services are in place to address special needs and rights of individuals, their family and significant others. Focuses on transitions in care across the health care spectrum embedding the human experience in clinical systems and practices. Oversees patient and consumer advocacy functions related to patient rights and responsibilities, compliance with Advance Directives and Bioethics responding to and resolving questions, concerns and/or events through transparency. Oversees centralized communication management system (compliments and complaints) investigating and responding to negative feedback and taking corrective action to prevent future similar occurrences, implementing service recovery protocols and trending information to influence network-wide improvement and appreciation activities to enhance person-centered care and the human experience. Manages the leaders of the Consumer Services and Evidence Based Research, Coaching and Innovation Services. Establishes operating procedures, standards of performance, expectations, goals and objectives for the Consumer Services and Evidence Based Research, Coaching and Innovation Services. Directs network-wide grievance management and patient advocacy policies and procedures. Monitors performance expectations, goals and objectives intervening when required. Ensures collaboration with Performance Improvement and Risk Management on clinical case review and service recovery management as well as audit trends that reveal performance improvement opportunities and facilitate review and appropriate action. Ensures appropriate and timely response to New Jersey Department of Health and Senior Services. Implements a network approach for tracking, reporting and assessing improvements related to the human experience. Understands and educates leaders, physicians and team members about national and regional benchmarks and coordinates external benchmarking projects and collaborative opportunities with external agencies. Monitors and reports on implementation and results of strategic initiatives and coaches leaders, physicians and team members at all levels of the organization. Develops and implements comprehensive complaint management and service recovery approach across the system. Provides in-depth analysis of all metrics, satisfaction surveys, written and verbal compliments and complaints, and qualitative data from multiple sources. Presents data and status reports on initiatives to the senior executives, organizational leaders, physicians and team members. Investigates, disseminates information and educates on evidence based best practices. Identifies service gaps by accurately assessing current experience and develop network-wide endeavors to close those service gaps. Implements customized programs that accurately gauge satisfaction, while reducing waste and providing value in health care delivery. Develops amenity offerings, continually assessing programs for potential improvements; considers and incorporates the needs of culturally diverse populations; ensures effective communication with individuals regarding amenity offerings and services provided. Oversees the assessment of satisfaction and engages the network in continually improving satisfaction levels. Develops educational and coaching plans according to identified needs using improvement tools. Manages vendor relationships and contracts related to areas of responsibility including patient and physician surveys. Contacts President, Hospital Division and COO; President, Physician Services Division and CIO; President, Diversified Ventures Division; President, Finance Division and CFO; EVP, CLO Hospital Enterprise; EVP, CLO Health Network; Chief Quality Officers; Chief Nursing Officer; Chief Human Resources Officer; EVP, Chief Strategy Officer; SVP, Chief Marketing and Communication; Chief Information Officers, all other Leaders, Physicians and Team Members across the Network including Hospital Presidents, Affiliates, Partners, patients, family and significant others and the community.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.