Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you’ll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.

Position description
The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure.

Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic.

The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients.

This position oversees and works in all components of patient experience at both the Phoenix and Scottsdale location at Mayo Clinic Arizona. This includes improvement partnerships with practice departments, coordinating educational opportunities, grievance management, communicating and interpreting experience data to all levels of the organization, and partnering with Enterprise Mayo Clinic Experience resources.

May Split time between campus and working from home remotely less than 50%

Qualifications
Master’s Degree in health-related (i.e., Nursing, clinical or behavioral/social sciences), Quality or Business field, and at least 5 years of progressive experience in leadership/management, Program development and Operations (planning, strategy, visioning)) and 5 years of progressive responsible experience in healthcare and/or Patient Experience is required. Excellent Communication skills, personal computer skills including Microsoft Office, Excel, and Power point, medical record (Cerner and Synthesis) required. Previous experience with design thinking/experience design, quality tools (i.e., Lean, IHI PDSA, and DMAIC), Joint Commission and applicable state and federal regulations preferred.

Additional qualifications
The Director of Patient Experience demonstrates excellent leadership skills including visioning, strategic thinking, execution of programs/ initiatives, program and change management, operational and systems thinking, problem solving, conflict resolution/negotiation, team building, statistics, and experience design/ quality improvement. Demonstrates relationship-centered care - the ability to build interpersonal relationships, trust and rapport with others. Must demonstrate leadership ability, knowledge of health care industry and experience working with multiple service lines within a matrix structure. Experience with data analytics, complaint management, coaching, process consulting, project management and problem- solving abilities preferred. The ability to work independently, manage multiple projects and maintain a high degree of professionalism and confidentiality is essential. Requires sophisticated verbal and written communication skills, and collaboration with counterparts across the Enterprise. Must be able to function objectively in sensitive and stressful situations, and work autonomously. Experience with analyzing information and qualitative and quantitative data and understand technologies used to advance the Patient Experience. Quality Fellows Silver or Gold Certification encouraged.

Exemption status
Exempt

Compensation Detail
$104,020.80 - $156,062.40 / year

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
Monday through Friday with a combination of work from home and onsite meetings.

May Split time between campus and working from home remotely less than 50%

Weekend schedule
none

International Assignment
No

Site description
Over the next four years, Mayo Clinic is making significant investments in both the physical and technological future of health care, through doubling the size of the Mayo Clinic campus in Phoenix, inclusive of practice, education, and research activities. Mayo Clinic's campuses in Arizona are located in Phoenix and Scottsdale, in the beautiful Sonoran Desert. The region is known as the Valley of the Sun, a metropolitan area with more than 4 million residents in 25 cities and towns.

With Phoenix being the fifth largest city in the nation, this sunny "desert metropolis" offers the amenities of a big city in the midst of a strikingly beautiful, rugged, southwest landscape.

Scottsdale frequently earns praise as a highly desirable place to live. The city's more than 200,000 residents enjoy a vibrant mix of culinary hot spots, arts and entertainment, professional and collegiate sports teams, and community resources. The region's desert climate promotes an outdoor lifestyle with a full complement of sports and recreation.

Recruiter
Lynnette Fleshman

EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

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