The Chief Experience Officer (CXO) is responsible for leading the organizational goal to create best in class patient, family and staff experiences across the enterprise. The CXO is responsible for leading cross-disciplinary initiatives that provide exemplary experiences for patients, families and providers, that foster the highest level of service and delivery of care, and that embody our core values of respect, diversity and inclusion, teamwork and kindness. This role is highly collaborative and requires strong partnership with leadership across all disciplines and multiple operational areas. The CXO reports to the SVP and Chief Safety and Quality Officer, with a dotted line report to the Chief Human Resources Officer. The CXO will also work closely with the Senior Experience Leadership Committee, the Patient Care Assessment Committee (PCAC), Human Resources leadership and with Hospital and Physician leadership as part of the prioritization, oversight, planning and execution of patient, family, staff and clinician experience initiatives.
Responsibilities: 1. Collaborates with Hospital and Physician leaders to design, lead, influence, and implement key strategies that optimize the patient and family experience across BCH. Develops a comprehensive patient and family experience strategy and directs implementation of the strategy across the BCH continuum.
2. As a key leader, partners with Hospital and Physician leadership, Culture, Human Resources, Office of Health Equity and Inclusion and other key stakeholders across the system to build and sustain an optimal staff culture that embodies the values of respect, inclusivity and diversity, teamwork and kindness and fosters employee and physician engagement and well-being.
3. Promotes an organization-wide commitment to partnering with patients and families for patient-and-family centered care. Serves as a staff member on the hospital’s monthly Family Advisory Council (FAC) meetings.
4. Direct and serve on various relevant committees, ad hoc task forces, and subcommittees addressing issues of patient, family and staff experience.
5. Accomplishes appropriate objectives with understanding, partnership and influence.
6. Synthesizes data related to the patient and staff experience including but not limited to experience surveys and qualitative data from multiple sources. Demonstrates expertise in data analysis and synthesis.
7. In partnership with other stakeholders, serves as organizational contact for external patient experience and staff engagement survey vendor (currently Press Ganey).
8. Represent Boston Children’s Hospital on national patient experience groups and committees (e.g., Pediatric Experience Collaborative, Beryl Institute, Children’s Hospital Association [CHA]).
Qualifications: Minimum of ten (10) years of experience in a medium to large healthcare system, hospital or academic medical center with progressive experience in clinical leadership positions including experience with patient/family experience, staff engagement and change management. Experience and working knowledge of patient/family and general customer satisfaction models and philosophies.
Boston Children's is ranked the number one pediatric hospital in the nation by U.S. News and World Report. It is home to the world's largest pediatric research enterprise, and it is the leading recipient of pediatric research funding from the National Institutes of Health. It is the primary pediatric teaching hospital for Harvard Medical School. Boston Children’s treats more children with rare diseases and complex conditions than any other hospital.
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