Division VP Care Experience

HCA Healthcare; Richmond (VA); On-site; USD 111,000 - 177,000; Full time

Benefits offered by this job

Health benefits ( Medical, dental, and

401(k) plan with company match

Tuition assistance

Life insurance

Counseling and wellbeing services

Job summary

HCA Healthcare in Richmond, VA seeks a Division VP Care Experience to drive patient and physician satisfaction. You will provide strategic direction, coach leaders, and coordinate improvement initiatives across the division.

The role requires a Master’s degree in a healthcare-related field and 6+ years of progressive management experience focused on customer service. The division office is located in downtown Richmond, offering opportunities to lead large-scale patient-centered programs.

Qualifications

• Master's degree in a healthcare-related field, organizational development, or business hospitality – Required
• 6+ years of experience in progressive management (people & operations) and coaching/facilitation for large organizations in the area of customer service – Required
• Hospital leadership and patient experience improvement experience preferred

Responsibilities

• Provide strategic direction to improve customer satisfaction and patient experience.
• Coach leaders and staff through site visits, coaching and training to ensure staff competency in patient-centered care.
• Collaborate with Division VP Quality and Facility leaders to review results and develop division strategies for improvement in employee performance.
• Develop targeted coaching plans to improve patient experience and staff engagement.
• Lead development and delivery of patient-centered care training for front-line staff.

Skills

6+ years of progressive management and

Education

Master's degree in healthcare related field, organizational development, or business hospitality

Job description

This position is incentive eligible.

Salary Estimate: $110552.00 - $176883.20 / year

Learn More About The Benefits Offered For This Job.

The estimate displayed represents the typical salary range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range.

Do you have the career opportunities as a Division VP Care Experience you want with your current employer? We have an exciting opportunity for you to join HCA Healthcare which is part of the nation's leading provider of healthcare services, HCA Healthcare.

Job Summary And Qualifications

Provides strategic direction and leadership to accomplish results in all customer satisfaction areas, including patient and physician satisfaction. Provides coaching to leaders and staff through site visits, personal coaching and training to ensure staff at all levels of the organization are competent to support the delivery of patient centered care.

Evaluates Division results to identify opportunities for improvement in customer satisfaction and patient experience. Provides recommendations, action plans, and timelines for improvement.

Collaborates with Division VP Quality and Facility Senior Leaders to review results and develop division strategies for improvement in employee performance.

Assesses employee engagement and physician satisfaction as related to patient experience.

Develops targeted coaching plans and improvement goals to improve results.

Collaborates with Division Chief Medical Officer to identify opportunities for engaging physicians in patient experience improvement activities. Develop strategies and coaching plans for Physicians.

Evaluates current competency and facility standards through site visits and staff / leadership interviews to support development of service excellence strategies.

Provides one-on-one and team/department coaching for division and facility leadership as well as staff that targets improving customer satisfaction and patient experience.

Develops specific curriculum and materials as needed to facilitate an exceptional patient experience that support performance standards throughout Division facilities.

Collaborates with Senior Leadership Teams to incorporate patient experience improvement in facility initiatives/programs.

Provides one-on-one coaching for leaders and key staff to improve customer satisfaction results.

Assists facility and division leaders in developing and delivering patient experience and patient centered care training to front line staff.

Provides strategic direction and oversight for Division Customer Satisfaction and Patient Centered Care.

Provides regular communication to division leadership on project timelines and progress.

Updates facility leadership teams on department/facility specific strategies and training.

Participates in annual strategic planning with Division and Facility Leadership to support performance goals for the division

Education & Experience:

Master's degree Healthcare related field, Organizational Development, or Business Hospitality – Required

6+ years of experience in progressive management (people & operations) and coaching/facilitation for large organizations in the area of customer service – Required

Benefits

Hospital clinical experience - Required

HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn More About Employee Benefits

Note: Eligibility for benefits may vary by location.

Capital Division which encompasses 19 hospitals overall. Our hospitals include one Level I, three Level II, and four Level III trauma centers. The Capital Division office is located in downtown Richmond, VA. We are home to one of HCA's largest hospitals, 500 bed + Chippenham Hospital.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

'Bricks and mortar do not make a hospital. People do.'- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.