Director of Patient Experience

Description:

Education Requirements:

Bachelors Degree required in Healthcare Administration, Health Science, or a related field. Masters Degree preferred.

Experience: The position requires at least five years of experience in a hospital or healthcare environment, including a minimum of two years in a management or supervisory role. Candidates should also have at least two years of experience managing projects or leading improvement work, preferably related to patient experience, service recovery, patient relations, customer service, or healthcare process improvement. The ideal candidate will be able to work collaboratively with clinical and non-clinical teams, support patients and families through concerns or difficult conversations, and help advance initiatives that improve communication, responsiveness, and the overall care experience.

Required Skills:
Required skills include a strong working knowledge of patient experience standards, CMS and Joint Commission expectations, CAHPS processes, and complaint and grievance resolution. The Director must be able to organize work effectively, assess
current processes, and lead practical improvements in a fast-paced healthcare environment. This role requires strong communication throughout all levels of the organization, along with presentation, customer service, negotiation, and crisis-management skills. The position also requires the ability to collaborate across departments, influence others without direct authority, work independently, guide
team activities, and provide feedback on performance and outcomes.

Supervises: None
Supervised By: Vice President of Quality and Patient Safety

Performance Standards:
• Organization Wide Maintains a professional image.
Makes a conscientious effort to help maintain a clean, safe and secure environment.
Assumes responsibility for institutional requirements.
• Customer Service
Interpersonal skills.
Demonstrates pride in the organization.
Strives to work well as a team member.

Director of Patient Experience:
• Lead patient experience strategy and improvement efforts across the organization by developing, implementing, and monitoring action plans that support measurable improvement in patient-centered care, service excellence, communication, responsiveness, and overall patient and family experience.
• Partner with hospital leaders, department managers, physicians, staff, and system stakeholders to align patient experience priorities with organizational goals, support department-level planning, and promote accountability for progress toward established performance targets.
• Support compliance with applicable CMS, Joint Commission, CAHPS, complaint and grievance, and patient experience requirements by collaborating with responsible departments to promote timely identification, review, resolution, documentation, reporting, and follow-up of patient concerns and related improvement opportunities.
• Use internal and publicly reported patient experience data to identify trends, recognize low-performing areas, communicate findings to operational leaders, and facilitate education, process improvement, and standard work that supports sustainable results and regulatory readiness.
• Provide leadership, coaching, and subject matter expertise for service
excellence, patient relations, customer service, volunteer services, and related patient experience initiatives, including support for staffing, team development, performance feedback, and a professional, patient-centered culture.

Performance Evaluation:
All Performance Standards are expected to be met and evaluation will be based on
goals determined annually.

Perks/Benefits:

(for eligible employees):

Have optimal opportunity for career growth within our growing organization

Medical / Dental

Retirement Plan

PTO and paid life insurance