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Tucson Medical Center · 23 hours ago

Assistant Vice President – Patient Experience

Tucson, AZ

Full-time

Onsite

Director/Executive

8+ years exp

Tucson Medical Center is seeking an Assistant Vice President for Patient Experience to lead the enterprise strategy in delivering compassionate, patient- and family-centered care. This role involves integrating various services and collaborating with multiple departments to enhance patient outcomes and experience at scale.

Health Care

Responsibilities

Build and execute a multi-year Patient Experience roadmap that unifies patient-facing services and measurement

Chair or co-chair the Patient Experience Oversight Committee and maintain governance artifacts

Provide regular enterprise updates to Quality & Safety leadership and collaborate with the Chief Nursing Officer

Own CAHPS/HCAHPS/CG-CAHPS strategy, target setting, and unit/clinic-level action plans

Lead the Press Ganey partnership and ensure accurate site/provider data via STANDARD WORK

Oversee complaint intake, investigation, timely resolution, service recovery, and trend analysis

Serve as Patient Experience subject-matter participant in the Compliance & Privacy Committee

Ensure equitable communication support for patients with limited English proficiency and disabilities

Lead audits and corrective actions in partnership with Compliance

Sponsor and operationalize PFAC (membership, cadence, scope), incorporating patient/family voice into improvement projects

Deploy enterprise training and sustainment plans to embed service recovery behaviors at the point of care

Coach leaders to use visibility boards and periodic audits; recognize teams and scale best practices

Partner with Patient Safety/Risk on sentinel/adverse events to ensure compassionate disclosure and prevention

Finalize roles, spans, and interfaces for the Patient Experience function and steward change management through to adoption

Qualification

Patient Experience StrategyCAHPS/HCAHPS StrategyProcess Improvement TechniquesCPXP CertificationCPHQ CertificationLean Six SigmaData AnalysisLeadership SkillsCommunication SkillsCollaboration Skills