Responsibilities

The Patient Experience Director will lead the Patient Experience Team and its initiatives to facilitate improvements to patient experience and the patient experience design process and to drive meaningful process changes and patient satisfaction improvements from a patient-centered perspective. The Patient Experience Director will also lead efforts to engage clinicians and facilitate a positive experience and interaction between providers and patients.

• Facilitate communication and strategic initiatives with quality and care management leaders to support patient experience design
• Engage stakeholders throughout the organization to collaborate to improve patient experience
• Provide vision for and overall patient experience strategy based on quantitative and qualitative data
• Identify opportunities for improvement of Patient Experience and collaborate with Quality Improvement team to perform due-diligence on opportunities for improvement
• Ensure compliance with regulatory standards and organizational policies in complaint management processes
• Facilitate collaboration with Quality Improvement team to and oversee implementation of Patient Experience Improvement projects
• Provides recommendations, action plans, and timelines for improvement of patient experience
• Develop strategies and plans for clinical staff to improve and standardize patient experience
• Provide strategic direction for Patient Experience Department
• Monitor provider engagement and satisfaction with regards to patient experience
• Monitor patient experience data and collaborates with staff on actionable improvement plans
• Provide expertise on best practices related to patient experience and satisfaction
• Manage patient and family complaints of complex issues
• Coordinate programs and services that promote positive patient/caregiver/family engagement and experience

• HCAHPS Leadership

• Co-chair hospital-wide patient experience and HCAHPS committees
• Monitor HCAHPS trends to identify how top performing hospitals identify and maintain success
• Monitor patient satisfaction data and establish strategies to achieve high performance and scores in experience and loyalty

  Education / Training

• Set direction and lead customer service education and communication expectations with employees
• Oversee staff development and provide ongoing coaching
• Develop reporting standards, in collaboration with CQO, VPQO, CMO, CNO, CCIO, Chief Operating Officer (COO), and Patient Experience Team
• Ensure System-wide compliance with patient experience expectations, in collaboration with CQO, CMO, VPQO, CNO, CCIO, COO, and Patient Experience Team
• Deliver on goals and targets, in collaboration with CQO, CMO, CNO, CCIO, COO, and Patient Experience Team

Qualifications