LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (2024)

LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (1)

CHIEF EXPERIENCE OFFICER (CXO)

LifeBridge Health Owings Mills, MD

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LifeBridge Health Owings Mills, MD

5 days ago 70 applicants

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SummaryJOB 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 ToExecutive Vice President and Chief Operating Officer, LifeBridge Health

Additional InformationAs 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.

  • Seniority level

    Executive
  • Employment type

    Full-time
  • Job function

    Business Development and Sales
  • Industries

    Hospitals and Health Care

LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (8) LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (9) LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (10)

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LifeBridge Health hiring CHIEF EXPERIENCE OFFICER (CXO) in Owings Mills, Maryland, United States | LinkedIn (2024)

FAQs

What is the highest paid Chief Experience Officer? ›

Chief Customer Experience Officer Salary
Annual SalaryHourly Wage
Top Earners$233,000$112
75th Percentile$185,000$89
Average$151,203$73
25th Percentile$111,500$54

What is the hierarchy of Chief Experience Officer? ›

Hierarchy and Reporting Structure

Their leadership style and decisions permeate the company, influencing management practices and the workplace environment. The CXO often bridges the upper management led by the CEO and the operational teams focused on customer interaction.

What does Chief Experience Officer mean? ›

A chief experience officer (CXO) drives revenue and growth by making strategic improvements to the company's customer experience and employee experience programs. CXOs, which are also referred to as the chief customer officer (CCO) or the chief customer experience officer (CCXO), sit in the C-suite.

What does a hospital Chief Experience Officer do? ›

Being a Chief Patient Experience Officer establishes processes for collecting, measuring, and analyzing patient, family, and staff sentiment data and feedback to identify areas for improvement. Oversees the development and execution of role-based training models to enhance each patient interaction.

Why does every company need a Chief Experience Officer? ›

The CXO plays a crucial role in improving customer retention by implementing initiatives that enhance the overall customer experience. This involves strategies such as aligning the brand with customer values, resolving common complaints, and creating positive interactions at every stage of the customer journey.

How many companies have a Chief Experience Officer? ›

In fact, according to Gartner, by 2020, 90% of organizations were set to have their own CXO.

What does it take to be a CXO? ›

The type of experience and background of a chief experience officer vary. Usually, a CXO has a background in marketing, sales, operations, and customer service. They can also be hired from within the organization if an employee has a passion for the brand or is a brand champion.

What is the difference between a CCO and a CXO? ›

Whats the difference between a CCO and a CXO? Generally speaking, the titles of CCO and CXO can be used interchangeably. "Importantly, Chief Customer Officers may not always go by this title—Chief Experience Officer (CXO) and Chief Client Officer (also CCO) are seen, as well," said Weader.

What is CXO in healthcare? ›

That's why many healthcare organizations now rely on a chief experience officer, or CXO, to manage patients' experiences throughout their healthcare journey. In 2007, Cleveland Clinic was the first major academic medical center to appoint a chief patient experience officer.

What is a CXO level applicant? ›

CXO Fellows are mid-level federal employees (GS09-GS13) who have demonstrated leadership potential. To be considered, applicants must meet the following requirements: Must be working within the acquisition/procurement, financial management/budget, human capital, information technology, or data functions.

What is CXO on LinkedIn? ›

CxO is an abbreviation for multiple chief executive roles that help companies grow. Most are familiar with Chief Executive Officer (CEO) and others, like Chief Operating Officer (COO) and Chief Financial Officer (CFO).

Does CXO mean C-Suite? ›

Chief Experience Officer (CXO) has been identified as the forerunner in today's competitive business landscape. The value of experiences is how the C-suite values customer experience in the digital age. Companies are constantly seeking new ways to gain a sustainable competitive advantage.

What is a CCO in a hospital? ›

The chief clinical officer (CCO), or “chief clinical operations officer,” is an important member of the hospital executive suite. They oversee all non-physician, clinical staff and develop facility-wide policies to help optimize care delivery.

How do you become a hospital chief executive officer? ›

Certifications for hospital CEOs
  1. Being an ACHE member.
  2. Having at least a master's degree.
  3. Holding a current position, as well as five years of experience in healthcare management.
  4. Obtaining two references, including an interview with a current fellow and a written reference from a colleague.

What is the career path to a hospital COO? ›

As a hospital COO, you will need to receive a comprehensive education through one or more business degrees that allow you to obtain a C-suite position. In addition, you'll need extensive experience both in the healthcare sphere and other leadership roles.

What is the highest payed CTO? ›

Top Paying Companies
1IBM$379,091
2AKUNA CAPITAL$307,166
3www.undercovertourist.com$213,623
4US Army$144,964
Jul 10, 2024

What is the salary of the top CTO? ›

Chief Technology Officer salary in India ranges between ₹ 12.0 Lakhs to ₹ 101.0 Lakhs with an average annual salary of ₹ 41.2 Lakhs.

How much does a Chief Experience Officer make at G Adventures? ›

The average Chief Experience Officer base salary at G Adventures is $174K per year.

What is the difference between chief marketing officer and Chief Experience Officer? ›

The CMO can ensure that all customer-facing communications align with the brand's values and messaging, while the CXO can ensure that these messages resonate with the overall customer experience.

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