Covenant Health

Director of Clinical Effectiveness and Patient Experience

Full Time, 80 Hours Per Pay Period, Day Shift

Parkwest Overview:

Parkwest Medical Center, Covenant Health’s flagship facility in West Knoxville, combines world-class cardiac expertise with the warmth of home in serving a vibrant East Tennessee community. Since 1973, Parkwest has grown into the region’s largest hospital in the area, offering advanced services like an all-digital catheterization lab, comprehensive breast health, emergency, and critical care. It’s consistently ranked among Tennessee's top 10 hospitals by U.S. News & World Report and earns national recognition as a Top 100 Heart Hospital, as well as an “A” safety grade from Leapfrog. As part of Covenant Health, the region’s largest employer, Parkwest Medical Center, marries cutting-edge technology with compassionate, community-centered care, earning accolades for cardiology, stroke, surgical excellence, and patient safety. 

To learn more about Parkwest Medical Center and our units, visit Covenant Health Parkwest Medical Center Opportunities.  

Position Summary:

Responsible for oversight and administrative direction of key clinical and ancillary support areas for acute and psychiatric patient care at Parkwest Medical Center, Peninsula Hospital and Peninsula Outpatient, including: Quality Improvement, Case Management, Social Work Services, Medical Staff Services, Infection Control, Licensing and Regulatory Compliance, and Patient Experience.  Accountable for aligning goals and outcomes for each of the assigned support areas with the five pillars of people, quality, growth, service and finance.  Assures that the business objectives of the assigned areas of responsibility are aligned to meet the needs of the organization through proper direction of all fiscal, material, technological, service, and human resources.  Develops, directs, and implements comprehensive strategic initiatives in the areas of clinical effectiveness, continuous quality improvement, risk management, regulatory compliance and related areas to support and enhance achievement of profitability and market share targets across the various service lines it supports. Coaches/mentors subordinate and peer clinical leaders in techniques and methods that drive business growth, enhance employee and physician relationships and practices, facilitate excellence in service, the delivery of quality, patient-centered care, ensure continuing compliance with regulatory/licensing standards, and achieve excellent clinical outcomes and overall excellent patient experience outcomes.  Heavy emphasis in the role will be in the development of the medical staff, both as individual medical staff leaders and as collective medical staff body, as measured ultimately by the quality of patient care provided.  Ensures adequate resources are available to implement strategies/decisions through efficient and effective process design and staff training; strengthens physician, staff, and customer relations; and meets targets for fiscal, quality, and customer service performance indicators. Accountable for the principles of excellence and modeling and holding others accountable to Covenant Health’s Standards and Behaviors.

• Knowledge of clinical quality/effectiveness, licensing, regulatory compliance, and operational standards applicable to the healthcare industry.
• Knowledge of principles of business administration including methods/techniques used in program management and development, strategic planning, organization, financial, performance improvements and human resource reporting.
• Ability to manage multiple functional areas within the organization, and has working familiarity with capital and operational budgets.
• Ability to analyze and integrate information from a variety of sources, both internal and external, to detect trends, associations, and cause-effect relationships.
• Displays a keen sense of priority, relevance, and significance in creating viable options for addressing problems and opportunities and achieving desired outcomes.
• Skilled at using necessary and appropriate influencing, negotiation, and conflict-resolution techniques to gain support for actions from others.
• Capable of presenting ideas effectively orally and in written form to a diverse audience.
• Applies appropriate interpersonal styles and methods to influence, inspire, motivate, and guide individuals toward goal achievement.
• Ability to attract, develops, and retains talent to ensure that people with the right skills and motivations to meet business needs are in the right place at the right time.
• Builds and facilitates a culture that embraces employee development.
• Influential; able to generate enthusiasm and conviction among others toward common goals and can move people from an attitude of compliance to commitment.
• Possesses high moral character and consistently demonstrates sound ethical behavior in all personal and professional interactions.
• Holds others accountable to the organization’s moral and professional principles in all decisions, actions, and stakeholder interactions.
• Work with senior leadership to identify JTE goals, priorities, and tactics for pillar results.
• Help develop facility and individual UM goals related to patient experience results.
• Continually monitor patient experience survey results, visitor comments, etc and recommend actions including service recovery.
• Contribute ideas and help Sr. leadership team facilitate facility LDIs and employee forums.
• Provide patient experience observation, coaching, feedback, and support for staff, leaders and physicians.
• Support Discharge Phone Call System and Program. Analyze data and establish actionable items for positive improvement. Provide orientation as needed for associates responsible for making patient calls.
• Participate in Corporate JTE steering team as requested and functions that support patient and family centered-care goals across the enterprise. Collaborate with JTE analytics team and apply knowledge of metrics, analytics and data reporting systems to measure, report and improve outcomes.
• Maintain current knowledge of related industry best practices, and local and national standards.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Ensure leadership tactics are completed monthly and documented on the “Must Have Scorecard”.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:          

Master’s Degree in Business or clinical field

Minimum Experience:         

Plus eight-ten (8-10) years managerial experience in medical related field.

Licensure Requirements:    

None