Associate Vice President (AVP) - Patient Experience

Partners in Digital Health; Birmingham (AL); On-site; USD 120,000 - 190,000; Full time

Job summary

UAB Health System seeks an Associate Vice President for the Office of Patient Experience and Engagement to provide strategic and operational leadership, overseeing daily operations, personnel, budgets, and vendor contracts. You will partner with health system leaders to develop and advance a comprehensive system-wide strategy.

The role requires cultivating a patient-centered culture, strengthening workforce engagement, and using CAHPS and Value-Based Purchasing data to guide performance

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field and seven years of progressive healthcare leadership experience.
• Experience leading or supporting patient experience and engagement initiatives with VBP and CAHPS measures.
• Master’s degree preferred; experience in strategic planning, performance management, quality improvement, culture change, leadership development, coaching, and large-scale system transformation.
• Excellent communication, facilitation, and executive-level presentation skills; proficient with Word, PowerPoint, Excel.

Responsibilities

• Provides leadership and direction for the Office of Patient Experience and Engagement, including daily operations, personnel, budgets, and vendor contracts.
• Partners with leadership to implement and advance the health system strategy for patient experience and engagement.
• Sets direction, priorities, and accountability structures to support organizational goals and experience priorities.
• Cultivates a patient-centered culture with an engaged workforce across the system.
• Advances strategies that strengthen workforce engagement and connect engagement to patient experience.
• Develops and implements methodologies to improve patient experience across UAB Health System.
• Acts as subject matter expert for patient experience data, reporting, and coaching.
• Analyzes internal data to identify opportunities and guide improvement strategies.
• Uses patient experience measures like CAHPS and VBP to inform decisions.
• Identifies external best practices and shares internal best practices system-wide.
• Leads steering committees and system-level improvement teams.
• Presents data and strategic recommendations to audiences at all levels.

Skills

Strategic vision

Executive presence

Data-driven decision making

Analytical skills

Communication skills

Facilitation

Executive-level presentation

Education

Bachelor’s degree in Business, Healthcare Administration, or related field

Master’s degree preferred

Tools

Microsoft Word

PowerPoint

Excel

Job description

Provides strategic and operational leadership for the Office of Patient Experience and Engagement, including oversight of daily operations, personnel, budgets, and vendor contracts. In partnership with health system leaders, this position develops, implements, and advances a comprehensive system-wide strategy to strengthen patient experience and engagement in the inpatient, ambulatory, and emergency services settings. The Associate Vice President serves as an influential organizational leader and content expert, collaborating with leaders, physicians, faculty, and staff to foster a patient-centered culture, strengthen workforce engagement, and position UAB Health System as a top-performing health system in patient experience and engagement.

Key Duties & Responsibilities:

1. Provides overall leadership and direction for the Office of Patient Experience and Engagement, including daily operations, personnel, budgets, and vendor contracts.
2. Partners with members of the leadership team to, implement, and continuously advance the UAB Health System strategy for patient experience and engagement.
3. Establishes clear direction, priorities, and accountability structures to support organizational goals, performance targets, and key patient experience priorities.
4. Partners with leaders, physicians, faculty, and staff to cultivate a patient-centered culture focused on exceptional experiences and a highly engaged workforce.
5. Advances strategies that strengthen workforce engagement and reinforce the connection between employee engagement and patient experience.
6. Develops and implements innovative methodologies to continuously improve patient experience and engagement across UAB Health System
7. Serves as the organizational subject matter expert for patient experience data, reporting, performance information, Evidence-Based Leadership, and coaching.
8. Analyzes internal data, outcomes, and organizational culture to identify opportunities, guide decisions, and adapt coaching and improvement strategies.
9. Supports organizational understanding and effective use of patient experience measures, including Value-Based Purchasing (VBP) and CAHPS.
10. Monitors regulatory, healthcare industry, and consumer behavior trends and incorporates relevant insights into organizational strategies and improvement efforts.
11. Identifies, evaluates, and operationalizes external best practices and collects and shares internal best practices across the organization.
12. Develops coaching and leadership strategies that support accountability, culture transformation, and sustained performance improvement.
13. Chairs Steering Committees across entitites and leads system-level improvement teams across all areas of care.
14. Presents data, performance information, and strategic recommendations to audiences at all levels of the organization.
15. Collaborates on the development of the health system strategic plan, organizational goals, values, and service mottos.
16. Represents UAB Health System externally on matters related to patient experience and engagement and builds relationships that advance organizational priorities.
17. Performs other duties as assigned in support of organizational and business needs.

Bachelor’s degree in Business, Healthcare Administration, or a related field and seven (7) years of progressive healthcare leadership experience required. Demonstrated experience leading or supporting patient experience and engagement improvement initiatives and working with patient experience data, including Value-Based Purchasing (VBP) and Consumer Assessment of Healthcare Providers and Systems (CAHPS) measures, required. Master’s degree in Healthcare Administration, Business Administration, Organizational Leadership, or a related field preferred. Experience in strategic planning, organizational performance management, quality improvement, culture change, leadership development, coaching, and large-scale system transformation preferred. Excellent communication, facilitation, and executive-level presentation skills and proficiency with Microsoft Word, PowerPoint, and Excel required.

Supervisory Responsibilities:

• Approximately four (4) to ten (10) direct reports.

Budget Responsibilities:

• Management of funds with signatory and/or budget authority.

Knowledge / Skills / Abilities:

• Strategic vision
• Executive presence
• Data-driven decision making and analytical skills