The Chief Experience Officer CXO of UC Davis Health is responsible for working with all levels of the organization to build an extraordinary culture of excellence in patient and family experience as well as a highly engaged and energizing working environment for employees. The primary focus of this leader is to build a strategic framework for the UC Davis Experience, define service excellence goals and objectives, and to develop and implement programs that foster a patient-centric culture with an emphasis on accountability and customer service. Secondary responsibilities are to partner with HR Leadership to build the employee centric culture necessary to enable a truly patient-centric culture. The CXO will direct and serve on various relevant committees, ad hoc task forces, and subcommittees addressing issues of (patient and family, and employee) experience. They will also serve as a role model and coach for leaders and employees, identifying and recommending ongoing staff development opportunities and curriculum content necessary to meet the service excellence program goals.Directly oversees the following UC Davis Health program/service areas: Patient Experience, Employee Engagement and Recognition, Chaplain Services, Volunteer Services, Gift Shop, Patient Relations and Grievances. Accomplishes appropriate resource objectives by leading and managing the work of others both directly and indirectly though formal authority and influence. Develops a culture of pride and ownership, which provides ample opportunities for learning and growth. Provides timely decision making and direction to staff to streamline workflow, improve efficiency of operation and eliminate delays, re-assign work as needed. Promotes teamwork by fostering a positive, transparent and focused working environment which achieves maximum results.The position will report directly to the Chief Nursing officer with a dotted line relationship to the Chief Medical Officer and Chief Human Resources Officer.REQUIRED - Master's in Business Administration, Nursing, Healthcare Administration. -Hospitality, Engineering, or other relevant field -Previous consulting experience at a large organization -10 + years of progressively increasing responsibilities, including at least 5+ years of leadership experience (preferably in an academic medical setting and Magnet designated medical center) -Ability to define problems, collect data, establish facts and analyze and interpret data in order to draw data-driven insights and conclusions -Broad healthcare knowledge with demonstrated experience related to customer service and/or patient experience -Demonstrated ability to effectively influence large workforces. -Effective time management and organizational skills to identify, prioritize and reach goals and objectives, cope with multiple demands in timely manner, and overcome changing priorities -Excellent written and verbal communication skills in English -Flexible work style, tactful, poised, and patient -Fosters and promotes a positive and professional image -Must demonstrate customer service skills appropriate to the job -Must possess the skill, knowledge and ability essential to the successful performance of assigned duties -Proven track record of results and working with senior management -Successful experience in organizational/cultural change -Demonstrated passion for the delivery of the highest level of service to patients and their families.-Successful track record employing quality, safety, and performance improvement initiatives that achieve superior clinical quality, favorable financial outcomes, and high patient and employee engagement.-Proven ability of building internal and external relationships, with a demonstrated track record of working successfully with academic partners, physicians and physician leaders, and diverse management teams.-Demonstrates strong financial acumen and innovative approaches to engage staff in reducing waste and enhancing value for patients.-Demonstrated commitment to the ANCC Magnet Recognition program.-Embraces cultural diversity and inclusion as demonstrated by support for innovative recruitment and retention strategies focused on building a diverse clinical workforce.-Demonstrates a strong executive presence and is political savvy, including communication skills that enable them to appreciate other's perspectives and offer compelling insights and recommendationsPREFERRED Ability to effectively plan for and optimally manage resources -Ability to establish and maintain effective working relationships across the Health System -Ability to plan strategically, develop objectives and implement tactical plans to achieve desired outcomes -Ability to simultaneously manage multiple medium to large projects -Able to build a culture of excellence while fostering loyalty across constituency -Actively develops staff and colleagues, and provides regular performance feedback -Adapts quickly to changing conditions by responding positively, assimilating new processes into job functions and taking ownership-Collaborates with a variety of departments to ensure care is consistently patient-centered, and seeks to exceed expectations of patients and families -Self-directed with strong interpersonal skills -Skilled in recognizing an emergency or high priority situation, and taking appropriate and immediate action -Comfortable in a fast paced, complex, matrixed academic environmentSPECIAL REQUIREMENT - THIS POSITION MAY BE SUBJECT TO A CRIMINAL BACKGROUND INVESTIGATION, DRUG SCREEN, LIVE SCAN FINGERPRINTING, MEDICAL EVALUATION CLEARANCE, AND FUNCTIONAL CAPACITY ASSESSMENT
Internal Number: 055764
About University of California Davis Medical Center
At the end of 2015, we launched a comprehensive and inclusive process to tap into the broad, diverse knowledge of our entire UC Davis Health community to stimulate new and unique ideas for our next strategic plan.Throughout 2016, hundreds of members of our UC Davis Health family, as well as external friends and partners, took part in conversations and provided valuable input into charting a long-term course for our future that will continue the momentum underway to solidify our position as a top-tier health care organization.With your valuable input and talents, I am excited to launch our six new strategic plan goals. Over the next few years, together we will:Lead Person-Centered Care in the best way, at the best time, in the best place, and with the best teamReimagine Education by cultivating diverse, transdisciplinary, life-long learners who will lead transformation in health care to advance well-being and equity for allAccelerate Innovative Research to improve lives and reduce the burden of disease through the discovery, implementation and dissemination of new knowledgeImprove Population Health through the use of big data and precision healthTransform Our Culture by engaging eve...ryone with compassion and inclusion, by inspiring innovative ideas, and by empowering each otherPromote Sustainability through shared goals, balanced priorities and investments in our workforce and in our communityAt a time when our industry is experiencing some of the most formidable changes ever, these are bold aspirations that will anchor us and provide us with clarity of purpose and a path forward. I am fully confident that we will achieve great success knowing we have a solid plan and areas of focus to guide us.I thank everyone who participated in the planning process for their great input and their dedication to our future success.