CHIEF EXPERIENCE OFFICER (CXO)

Summary

JOB SUMMARY:

The Chief Experience Officer (CXO) will serve as the strategic leader responsible for shaping and overseeing the overall patient experience strategy within LifeBridge Health. The CXO is responsible for developing, leading, monitoring, and modifying the overall organizational approach to excellence in patient/family services. The CXO will oversee the implementation of organizational strategic initiatives and will establish mechanisms to evaluate the success of short-term and long-term service excellence initiatives. The CXO will also align all service data to review, enhance, and direct service initiatives as well as build and entrench a robust service culture. The CXO will be responsible for overseeing/managing patient experience surveys, analyzing results, and timely report generation of the leaders across the organization. The CXO will work directly with the Executive teams at all LifeBridge Health entities to assess and communicate performance and to create change at all levels of the organization. The person must be thoroughly knowledgeable of the implications of measures for the HCAHPS and OAS CAHPS scores for CMS guidelines regarding recording patient experience scores among Quality data which will impact the overall effectiveness and bottom line of LifeBridge Health. In addition, the CXO will examine and direct processes to improve and sustain overall patient engagement and measures throughout the organization.

The Chief Experience Officer will report and be accountable to the Executive Vice President & Chief Operating Officer. This position will be tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors.

Key direct reports for the CXO are patient experience managers and their staff at each LifeBridge Health entity.

Key Responsibilities

• Creates, implements, and ensures organizational adoption of a Patient Experience program. This includes the design, development, and implementation of key strategies and initiatives to not only improve service excellence at all levels within the organization but also to enhance and stretch the very concept of service at LifeBridge Health. Establishes mechanisms to evaluate the success of short-term and long-term service excellence initiatives.
• Drive LifeBridge Health Service Standards and Spirit Values.
• Analyzes, develops, and leads a culture transformation at LifeBridge Health that result in new levels of service excellence that are grounded in innovative service programs and result in a spectacular patient experience.
• Motivates, inspires, and engages those in leadership and front-line roles to continually strive for world-class patient and family experience.
• Documents and communicates throughout the organization the shared vision for service excellence and experience improvements. Achieves quality results through team/committee interaction and effective cross-group/functional collaboration.
• Documents and communicates status, issues, and risks to stakeholders and senior management for service initiatives and culture transformation.
• Collaborates with senior leadership to align service initiatives and measurements.
• Analyze patient feedback, data, and trends to identify areas for improvement and innovation in healthcare delivery.
• Lead the development and implementation of initiatives to enhance patient engagement, communication, and education throughout the healthcare journey.
• Develop and implement training programs to educate healthcare providers and staff on best practices for delivering patient-centered care.
• Researches customer service needs, expectations, and concerns while incorporating expertise from within and outside of healthcare.
• Develops, reviews, and implements strategic and operational plans for customer service, creating a unique customer experience that will be a differentiator in the industry and drive future growth.
• Works closely with other leaders and operational areas to ensure integration of customer service at all levels of the organization. Integrates service excellence with other strategic initiatives.
• Develops and/or selects customer service/service excellence education, training, and reinforcement programs for all LifeBridge Health employees, physicians, and volunteers. Works in conjunction with Human Resources and operational areas to build into selection, training, and evaluation materials.
• Develops, implements, and periodically reviews department/organization policies and procedures that guide and support the provision of services complying with federal and state regulations; CMS and Joint Commission.
• Maintains current knowledge base of trends, policies, regulatory standards, and legislation and advises executive leadership when pertinent.
• Collaborates with organizational leadership to integrate service functions with LifeBridge Health quality goals. Works with the Vice President of Quality to extend quality improvements and enhanced processes across all components of LifeBridge Health.
• Act as organizational contact for external patient experience survey vendor. Duties include data analysis, reporting, information sharing, and performance improvement. Sets objectives that are in accord with LifeBridge Health organizational goals; communicating progress and key metrics regularly throughout the year; contributing to overall understanding of the process; serving as a liaison between external consultants and the LifeBridge Health executive team.
• Develops annual operating and capital budgets, monitors and analyzes ongoing performance and productivity, and implements necessary corrective plans.
• Maintains effective inter-departmental communication and cooperation.
• Provides resources and programs that enhance the patient and family experience, thereby improving perception of patient outcomes.
  
  

Qualifications And Requirements

• Master’s degree in healthcare administration, business administration, public health, or a related field.
• Minimum of 8 years of experience in healthcare leadership roles, with a focus on patient experience, quality improvement, or organizational development.
• Certified Patient Experience Professional (CPXP) preferred.
• Proven track record of multi-year success (ability to demonstrate year over year improvement in metrics) in a leadership role focused on patient experience or related areas within the healthcare industry.
• Strong understanding of healthcare delivery systems, patient care processes, and regulatory requirements.
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels of the organization.
• Solid value system, service orientation, and willingness to embrace the mission and values of LifeBridge Health
• Analytical mindset with the ability to interpret data, identify insights, and drive data-driven decision-making.
• Strategic thinker with the ability to develop, execute and sustain on a long-term vision for patient experience improvement.
• Results-oriented mindset with a commitment to delivering measurable improvements in patient satisfaction and outcomes.
• Ability to lead and inspire teams, fostering a culture of teamwork, innovation, and continuous improvement.
• Ability to navigate complex organizational structures and drive change in a dynamic healthcare environment.
  
  

Important Skills/areas Of Practice Knowledge Will Include

• Patient/Consumer Experience, Patient Relations & Measurement Tools
• Organizational Change Management
• Best Service Practices & Protocols
• Workforce engagement & performance
• Surveys, metrics & standards
• Data analysis and interpretative skills
  
  

Working Conditions

• Full-time position, with local travel required between health system facilities.
• May require evening or weekend work to attend meetings or events.
• Office environment with frequent interaction with clinical and administrative staff.
  
  

Reports To

Executive Vice President and Chief Operating Officer, LifeBridge Health

Additional Information

As one of the largest health care providers in Maryland, with 13,000 team members, We strive to CARE BRAVELY for over 1 million patients annually. LifeBridge Health includes Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: LifeBridge Health & Fitness, ExpressCare and HomeCare of Maryland.