Vice President, Patient Experience


Our Mission
UConn Health is dedicated to helping people achieve and maintain healthy lives and restoring wellness/health to maximum attainable levels.

In this quest, we will continuously enable students, professionals and agencies in promoting the health of Connecticut's citizens. We will consistently pursue excellence and innovation in the education of health professionals; the discovery, dissemination and utilization of new knowledge; the provision of patient care; and the promotion of wellness.

Who We Seek
UConn Health seeks a dynamic Vice President, Patient Experience to lead the health system in service excellence.

This Vice President of Patient Experience is responsible for operationalizing service excellence by working collaboratively with the executive leadership team and service line leaders to influence and inspire all levels of staff to provide a positive patient/family centered culture of service excellence.

Under the direction of the health system's CEO, and working collaboratively with internal and external stakeholders, the Vice President of Patient Experience is responsible for leveraging patient experience best practices and developing innovative new ways to improve the cohesive patient experience lifecycle with an emphasis on value-based care.

• Leads the health system in prioritization of service excellence priorities and developing tactics for advancing patient experience that aligns within the health system.
• Responsible for enhancing and continually improving the culture of service excellence across the health system.
• Conducts collection and analysis of patient experience survey results in order to develop institutional improvement strategies for the patient experience which addresses gaps, opportunities and barriers to achievement of a culture of service excellence.
• Leads efforts to achieve positive performance in the patient experience as measured by HCAHPS and other service, quality of care, and performance indicators.
• Designs and implements effective measurement and reporting tools of key metrics which clearly communicates the performance of service excellence activities/programs.
• Oversees the development of service educational training programs related to patient experience and service excellence for all staff which increases the level of engagement and accountability. Assures alignment of people, process and systems.
• Serves as an advisory resource and catalyst for providing patient experience and service excellence to ensure consistent delivery of patient family centered care.
• Coaches leaders and staff to strengthen and reinforce a culture of service excellence.
• Performs other related duties.
Qualification/Experience & Training:
• Master's degree in nursing, healthcare administration, public health, organizational development or related field with five [5] years of senior level leadership/management experience. Combination of formal education, training and experience will be considered.
• A documented track record of implementing and accomplishing customer service improvements in academic hospital or complex healthcare environment.
• Demonstrated ability to lead a team.
• Experience working with process management.
The Vice President, Patient Experience is appointed by, reports to, and will be evaluated by the Chief Executive Officer/Executive Vice President of Health Affairs. Periods of appointment will be “at will,” with reappointment contingent upon successful performance.

Oversight of assigned area [s].
• A thorough understanding of patient satisfaction survey tools metrics, and trends, various HCAHPS surveys, the field of consumer research, complaint and grievance management, workforce engagement, customer/patient best practices standards; knowledge of statutory or regulatory provisions relevant to healthcare and accreditation agencies and volunteer programs
• Outstanding interpersonal and relationship management skills; team player with the ability to build cohesive teams; service oriented – leads by example; ability to develop strong partnerships with key stakeholders in a highly matrixed organization; excellent computer skills
• Ability to use data analysis and interpretation to support position and gain commitment to the experience initiatives; ability to lead, influence and inspire across a diverse community.

To Apply:


Additional Information
Position Type: Employee
Ref Code:

Contact Information
Human Resources
Click Job Title for Details
Farmington, 24061