Clinical Experience Officer

Job Title: Clinical Experience Officer (CXO)

Location: Wallowa County, Oregon

Reports to: Chief Executive Officer (CEO)

Supervises: Clinical Experience Directors

Position Summary:

The Chief Experience Officer (CXO) is responsible for ensuring an exceptional experience for patients, providers, and the community. The CXO leads initiatives to enhance patient satisfaction, provider engagement, and community relations, aligning these efforts with the organization’s mission and strategic goals. This role requires a compassionate and strategic leader with a deep understanding of healthcare operations and a commitment to improving the overall experience for all stakeholders.

Key Responsibilities:

Patient Care:
Maintain a personal patient panel, dedicating at least 80% of weekly hours to direct patient care.
Ensure foundational systems, structures, and equipment are in place to provide high-quality integrated care.

Patient Experience:
Work with the Patient Experience Director to develop and implement strategies to enhance patient satisfaction and ensure a positive patient experience.
Monitor patient feedback through surveys, focus groups, and other methods, and use this information to drive improvements.
Collaborate with clinical and operational teams to ensure continuous improvement in service delivery.

Provider Engagement:
Work with the Provider Builder to foster a positive work environment that promotes provider satisfaction and engagement.
Develop programs and initiatives that support provider well-being, professional development, and recognition.
Monitor provider feedback and work to address concerns and implement improvements.

Quality Improvement:
Work with the Quality Director to oversee the organization’s quality improvement initiatives, ensuring continuous enhancement of patient care and safety.
Monitor clinical outcomes and support adherence to best practices and evidence-based guidelines.

Network Relations:
Build and maintain strong relationships with payers, partners, and stakeholders.
Build and maintain ACO and CCO patient attribution.
Represent the FQHC in local, regional, and statewide conversations and initiatives to promote patient and provider engagement.

Strategic Planning:
Participate in the organization’s strategic planning process, providing input on patient and employee experience initiatives.
Align experience-related goals and objectives with the FQHC’s strategic plan.
Identify and implement best practices for improving the patient and provider experience.

Communication:
Develop and implement effective communication strategies to keep patients, staff, and the community informed and engaged.
Ensure transparent and timely communication of important information and updates.
Utilize various communication channels to enhance engagement and feedback.

Team Leadership:
Mentor and support teams focused on patient experience, provider engagement, and quality of care.
Foster a collaborative and high-performing work environment.
Ensure coordination and communication among teams and departments.

Qualifications:

Clinical degree and active clinical licensure in the state of Oregon.
Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field; Master’s degree strongly preferred.
Minimum of seven years of experience in healthcare management, focusing on patient experience, employee engagement, or community relations.
Proven experience in strategic planning, quality improvement, and team leadership.
Strong understanding of healthcare operations and patient-centered care.
Excellent communication, interpersonal, and relationship-building skills.
Ability to analyze complex issues and develop practical solutions.
Commitment to the mission of providing accessible, high-quality healthcare to underserved communities.

Working Conditions:

This position is in-person, based in a rural setting, and with occasional travel required. The CXO must be able to work flexible hours, including occasional evenings and weekends, as needed by the organization.

Equal Opportunity Employer:

Winding Waters Clinic is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.