The Director of Patient Experience will drive and foster a culture of patient and family centered care and service excellence while improving inpatient and ambulatory patient & family experience and patient relations across Bassett Medical Center.

• The incumbent will work directly with the Executive Team and leaders at Bassett Medical Center to assess and communicate performance and to create change at all levels of the system.
• This position will also be accountable for supporting the organizational needs, as well as partnering in the design, implementation and evaluation of programs that facilitate the professional development and continuous learning of all team members.
• Tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors, this individual will take a culture committed to clinical excellence into the ever-evolving world of patient & family centered care.
• The Director of Patient Experience will work in partnership with the executive and operational teams of Bassett Medical Center, this Leadership role requires a track record of distinguished performance and proven success.
• The Director of Patient Experience will be having successfully navigated highly matrixed, and complex organizations, the Director brings extensive systems experience to lead, influence and inspire across the network.
• This leader will play a pivotal role in the experience of care for every unique patient and family served by the organization.

Bassett Healthcare Network follows the New York State and New York State Department of Health COVID-19 vaccine mandates for healthcare workers. This mandate requires COVID-19 vaccinations for personnel working for or on behalf of our hospitals and nursing homes. The New York State mandate allows for medical exemptions and religious accommodations, when appropriate. All candidates who accept an offer from Bassett Healthcare Network will be required to show proof of vaccination as required by New York State.

Education:

• Requires a graduate degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business, or related field
• Master’s degree must be obtained within 3 years from date of hire

Experience

• Five years of management level experience required Ten (10) years of management level experience will waive the master’s degree requirement Ten (10) years of related experience with progressive levels of responsibility required
• A documented track record of implementing and accomplishing improvements in a complex organization or system preferred Advanced knowledge of various CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management
• A proven track record of results working with process management and customer service Able to lead & facilitate meetings across the enterprise and across diverse audiences

License/Certifications:

• Certification in Patient Experience Leadership through industry leader (eg. Beryl Institute or other) within 24 months of hire if not currently possessing

Skills:

• Ability to utilize data/science to support positions Strong relationship building skills
• A team player who is highly visible and engaged Superior listening skills Strong public presentation skills
• Experience driving Organizational Change Ability to work proficiently within common computer systems and programs Advanced data analysis and interpretation skills Ability to assess, problem solve, and make decisions based on the data available
• Ability to present data in various formats, and various forums to varied audiences Ability to work as a leader and as part of a team Ability to influence and develop collaborative relationships, building cooperation in the pursuit and achievement of organizational goals Able to elicit commitment from stakeholders and team members
• Ability to effectively work with individuals internal and external to the organization.
• Ability to articulate challenges and to be proactive in thinking about new ways to do things and create enthusiasm for new initiatives Ability to communicate effectively verbally and in writing, with all levels of Health System personnel, physicians, executives, patients, and visitors Ability to influence an entire enterprise workforce.
• Ability to organize often changing work priorities and meet specific objectives under time constraints.

Physical Requirements:

• Ability to sit and work at computer for extended periods of time Walking, sitting, lifting no more than 25 pounds.
• Must be willing to travel to network hospitals and other sites as needed Travel to patient experience events, conferences.

• Medical, dental and vision insurance
• Life insurance and disability protection
• Retirement benefits and more…