Position Summary

Responsible for leading initiatives and coordinating the efforts of various departments within the healthcare organization to deliver excellence in patient, family, team member, and environmental experiences. Identifies ways to improve patient, family, team member and environmental experiences, plans and oversees initiatives to do so, and provides education and resources to establish and support sustainable and measurable best practices for people centered care and patient service. Translates strategies into actionable initiatives that enable achievement of results that align with established experience imperatives to create and sustain operational excellence for health care entities and programs. Leads the integration and provides ultimate oversight for multiyear strategies to advance experience imperatives that foster multidisciplinary teamwork, drive evidence-based care implementation, reduce unnecessary variation in clinical care, assure compliance with regulatory standards, and advance patient safety culture.

Works in partnership with leadership and physician leaders in ensuring that plans, operations, and patient care are aligned with the Mission, Vision, and Values. Ensures broad organizational support around identified goals, strategies, budgets, and metrics associated with experience imperatives. Collaborates with well-being team leadership to assure strategic alignment of well-being efforts that support team members, providers, and patient experience. Builds the organizational structure, talent, and other capabilities to implement and operate experience imperatives. Responsible for establishing, measuring, and achieving experience performance metrics, consistent with ECU Health expectations.
Employs methods of change management to advance the organization by using tools, business processes, budget allocations, and operational practices to significantly reshape ECU Health Experience.

Accountable for a positive organizational culture in conducting business, decision making, and performance management to influence work attitudes and enhance job satisfaction. Provides leadership and has oversight of patient and family experience and partners with Human Resources to improve team member and candidate experience. Stays current on experience practices from emerging national and state requirements. Member of system management teams and functions as a key liaison between the leadership teams and physician partners and applicable governing board of the health care entities and programs.

Minimum Requirements

• Master's degree or higher is required
  
• DNP, PHd preferred
  
• 5 to 10 years experience in healthcare or hospitality-related operational role required
  
• 5 to10 years experience in an executive leadership role required
  
• 8 to 10 years experience leading in healthcare experience or hospitality-related field or job role required

Other Information

This position will be located on-site at our ECU Health Medical Center in Greenville, NC.

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children’s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.