Reporting to the Chief Quality and Value Officer D-HH, the VP of Patient Experience is responsible for developing, leading, monitoring, and modifying the DHH approach to excellence in patient, family, and guest services. This key leader will design, develop and oversee the implementation of the organizational strategic initiatives for patient/family experience and satisfaction in collaboration with the Dartmouth-Hitchcock Boards, executive leadership, patient and family advisors and colleagues across the Dartmouth-Hitchcock Health System (D-HH) to create a culture of patient experience excellence. The VP will lead Patient and Family Centered Care (Patient Relations is a direct report), Chaplaincy, Volunteer & Guest Services (inclusive of D-HH information desks and Interpreter services), and foster an environment that is inclusive, supportive, and enables staff to provide the best possible patient/family experience.
Working in collaboration with D-H executive leaders for Human Resources, Marketing & Communications, Strategy, Nursing, Medicine, and Operations, the VP will advance the patient experience excellence objectives, guided by the D-HH strategy, thought leadership, employee experience strategy and in alignment with the vision and mission. The VP will create and guide programs based on the priorities of the organization and opportunities identified via patient feedback that address every aspect of the patient and family encounter. This role will lead the implementation of service excellence to support and achieve the strategic imperatives of the organization including attainment of patient experience scores in the top quartile nationally.
A Masters level degree in a related field.
10 years of progressive successful leadership at a comparable level.
Proven success in leading change in an organization.
How can the lifestyle in New Hampshire and Vermont compliment your career? You can have amazing 4-season living with a career at one of the top health systems in the country. The Dartmouth-Hitchcock health system stretches over New Hampshire and Vermont and offers the quintessential New England experience. With no income or sales tax, this beautiful area combines history, industry and business and has been ranked consistently as one of the best places in the US to live and work. Anchored by the academic Dartmouth-Hitchcock Medical Center in Lebanon, NH, the system includes the NCI-designated Norris Cotton Cancer Center, the Children's Hospital at Dartmouth-Hitchcock; 4 affiliated hospitals and 30 Dartmouth-Hitchcock ambulatory clinics across the region. We are close to the urban centers of Boston, New York and Montreal, but also offer proximity to the seacoast and multiple top-tier ski mountains within a short driving distance. Throughout New Hampshire, the opportunities – both career and personal – truly make our area the ideal place to work and play.Dartmouth-Hitchcock is an equal opportunity employer and all qualified applicants will receive consideration for employment without ...regard to race, color, religion, gender, national origin, disability status, veteran status, or any other characteristic protected by law.