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Vice President Office of the Experience Spectrum

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POST DATE 8/12/2016
END DATE 2/28/2017

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, Office of the Experience Spectrum, HMH Reports To: EVP, Chief Experience Officer, HMH **PLEASE NOTE this position is part of Hackensack/Meridian Health and will be located in Edison NJ** Position s Direct Reports: Director, Hospital Enterprise and Post-Acute Care Experience Director, Ambulatory Care Experience Director, Community Based Care Experience Position Summary: Responsible for: Cultivating relationships and serving as a lead experience advocate throughout the network creating a culture that values and produces highly reliable human experiences that provide safety, quality, respect and empathy. Serves as a passionate change agent, transforming the delivery of healthcare through innovation and empathy to sustain a culture of person-centered care. Designing, implementing and measuring the results of initiatives that emphasize extraordinary human experiences, ensuring the consistent delivery of safe, quality, respectful and empathic care. Representing the voice of the individual (patient, family and significant others, community and team members) while collaborating with leaders, medical staff, team members, affiliates, partners and the community to ensure extraordinary human experiences. Accelerating the discovery and adoption of innovations in the models of care delivery that enhance the human connection of healthcare, improve clinical outcomes, increase person satisfaction and engagement, sustain team member engagement, achieve physician loyalty, and create market differentiation. Key Position Responsibilities Generic Leadership Responsibilities: Provides strategic leadership to establish long-range goals, strategies, plans and policies; for the Office of Experience 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 and team members of the specified areas of responsibility. Coordinates and directs the development and implementation of annual operating and capital budgets related to the areas of responsibility. Recruits, hires, and supervises competent 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: Promotes and sustains a vision of excellence across the spectrum of care and collaborates with other leaders to make this a reality and achieve expected results. Supports a culture and models of care that builds upon the networks excellent clinical outcomes, improves satisfaction, increases team member and physician engagement and retention, strengthens the network s brand, and improves the bottom line. Involves consumers, physicians, clinical and support team members, volunteers, stakeholder groups, and community health care partners to design and implement a human experience strategy. Serves as a passionate change agent to design, orchestrate, and improve the human experience across the complex range of individual interactions and spectrum of care. Develops a clear understanding of the organization s customers wants, needs, and desires and always take these into account in all key decisions. Collaborates with network leadership and frontline medical team members to implement a network-wide high-reliability strategy that supports the active involvement of the individual, family and significant others in treatment and clinical care plans. Collaborates with Human Resources and leadership to implement creative strategies for team member partnership and integration into all initiatives to improve the individual, family and significant other satisfaction with care and services. Collaborates with all departments to ensure care is consistently person-centered by partnering with caregivers to exceed the expectations of the person, 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 safe, quality, respectful and empathetic service while demonstrating compassion for the individual, their family and significant others to make HMH a recognized leader in human experience among top performing health networks. Translates key concepts of service excellence and satisfaction into actionable programs and quality metrics that can be standardized across the network. Demonstrates that leading edge evidence based practices can be integrated into highly reliable standards of practice by engaging team members in process improvements to enhance the continuum of care. 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 entire network including the hospitals, medical group, service lines and ambulatory services. Works to build an environment that promotes both a extraordinary experience for individuals, their families and significant others; and a satisfying and energizing working environment for team members. Participates on councils and in other innovative opportunities to bring the voice and opinion of our customers into the organization. Works within the network to promote cross-functional improvements that enhance the human experience. Focuses on transitions in care across the health care spectrum embedding the human experience in clinical systems and practices. Identifies service gaps by accurately assessing current experiences 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. Implements 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. Participates in the assessment of satisfaction and engages the network in continually improving satisfaction levels. Develops educational and coaching plans according to identified needs using approved tools. Manages vendor relationships and contracts related to areas of responsibility. 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. Executive Leadership Attributes Required Visionary demonstrates a clear vision that supports HMH s vision, mission and shared values; maintains a big picture view: foresees challenges and opportunities; generates break through ideas through innovation.

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.