The Vice President of Operational and Service Excellence (VPOSE) will collaborate with internal and external customers to develop and implement consumer-centric strategies and processes that drive exemplary services to all who utilize Sinai Health System (SHS). The VPOSE fosters a culture of excellence by providing thought leadership and subject matter expertise to align strategies, processes, practice and education around patient/customer experience. The VPOSE will engage patients, families, clinicians, physicians (employed & community based) and caregivers as equal partners in improving the overall experience.
The VPOSE will design and implement initiatives that emphasize outstanding service, ensuring the consistent delivery of patient centered care and a positive patient/customer experience. They are empowered to drive initiatives to improve performance by using evidence-based practices, research, knowledge analysis, and meaningful partnerships with key stakeholders.
The VPOSE must be a team player who values problem solving and mutual support. Through a high level of emotional intelligence, the VPOSE will focus on building relationships to facilitate and drive alignment. He/she will be collaborative and collegial and possess the confidence to make tough decisions. He/she will be a charismatic, energetic, and diplomatic leader with the interpersonal skills and intellect needed to drive value for patients, families, and physicians. He/she will be an active listener and demonstrate great respect for others as well. The incumbent will be empathic, thoughtful, and patient, and have the ability to develop positive and productive relationships to decisively build consensus.
As standards in healthcare continue to demand high quality comprehensive clinical services that are easy for consumers to understand and access, the VPOSE must possess a vision and leadership approach that will elicit support from clinical and operational staff. Fundamental to these efforts is the promotion of a patient-centric approach to providing patient and customer care and service across the organization.
The VPOSE will be responsible for ensuring that SHS has a process improvement driven culture that optimizes a patient/customer-centric approach that drives operational and service excellence throughout the organization. This leader will enhance and deploy SHS’s Operational Excellence Model which is aimed at supporting the SHS’s strategic improvement goals.
The VPOSE will focus on effectiveness and efficiency of business practices and will partner with all SHS’s leaders as well as their teams to establish and maintain a cross-functional culture of business excellence. This individual will direct proven improvement methodologies (such as Lean Six Sigma) throughout SHS to deliver improved predictability and increased simplicity while increasing efficiency and accuracy of business practices.
To support team and institutional success, the VPOSE will establish a clear vision and execution plan and communicate it effectively to key stakeholders. He/she will create and foster a culture that encourages and supports change. The VPOSE will model the vision and encourage others to commit to and champion this patient/customer centric approach. Through inspirational leadership, the VPOSE will introduce new ways of thinking and doing business and must be willing to advocate for an unpopular position when it is justified by data and/or the agreed upon organizational strategy and patient/customer needs.
Degree required in Business Administration, Healthcare Administration, Social Sciences or a related field. An advanced degree is strongly preferred (MHA, MBA,MSN)
MINIMUM WORK EXPERIENCE:
Ten years of progressively increasing levels of executive responsibility with proven results required. Demonstrated leadership experience managing teams, development and management of projects in a complex environment is required.
Prefer that some of that experience is in an integrated health system or health related business.
KNOWLEDGE & SKILLS:
Exceptional leadership skills and a hands-on visible approach with staff interaction required.
Exceptional interpersonal skills, including oral and written communication, presentation and facilitation skills.
Highly skilled at executing large, multi-functional and cross-organizational assignments
Demonstrated ability to develop and lead a team.
Strong experience as a process change leader in a healthcare environment required.
Hospitality/Customer Service experience preferred (i.e. Disney, Studer, Ritz Carlton, Press Ganey, Beryl Institute, other).
Prior experience working with experience vendors (Press Ganey, Avatar, NRC, Picker or other).
Demonstrated results in organizational effectiveness, project management and change management.
Significant experience with process improvement utilizing Lean/Six Sigma principles along with business process engineering.
Strong strategic and analytical skills as well as proven experience in developing and deploying training platforms.
Strong understanding of government regulations regarding CMS CAHPS, Value Based Purchasing, Grievance process and other pertinent federal and state regulations.
REQUIRED LICENSES, Certificates, Registrations:
Current Lean Six Sigma BlackBelt or Green Certification is preferred but not preferred.
Schwab Rehabilitation Hospital is a freestanding, not-for-profit, 102-licensed bed facility onChicago’s West and Southwest Side that offers comprehensive inpatient and outpatient programs foradults and children. Schwab is a proud member of Sinai Health System and the first fully licensed andaccredited rehabilitation hospital in the Midwest.Our therapists see patients through the entire continuum o...f care, from acute inpatient admissions atMount Sinai Hospital, to inpatient rehabilitation and outpatient therapy services at Schwab. We alsohave a hospital-based rehabilitation-focused short-term sub-acute unit at Schwab that provides boththerapy and nursing services with exceptional outcomes.Our rehabilitation team takes a holistic, interdisciplinary approach to address the physical, cognitiveand psychosocial needs of each patient. Each patient is assessed and provided with a personalized careplan tailored to help achieve maximal independence and function. Schwab offers seven treatmentgyms featuring private treatment rooms, a warm-water indoor therapy pool, and an award-winningtherapeutic roof top garden.