Director of Patient Experience

Job Summary

TheDirector,PatientExperienceis responsible for developing, leading, monitoring and modifying the overall organizational approach to thepatientand familyexperience. Provides leadership for the planning, implementation and evaluationofthepatientand familyexperiencestrategies designed to improve the overallexperienceofcare. Responsible for establishing processes for achieving desired outcomes and metrics, including those required by payers and regulatory bodies.

Responsibilities

• Develops, reviews and implements strategic and operational plans forpatientexperience, creating a uniqueexperiencethat will be a differentiator in the outpatient industry and drive future growth.
• Researches customer service needs, expectations and concerns, incorporating expertise from within and from outsideofhealth care.
• Works closely with other leaders and operational areas to ensure integrationsofpatientexperienceat all levelsofthe organization. Integrates customer service with other strategic initiatives.
• Provides consultative advise to leaders and colleagues based on direct observation and knowledge.
• Develops and/or selectspatientexperience/service excellence education, training and reinforcement programs for colleagues, clinicians, and physicians.
• ManagesPatientExperienceand assures colleagues are appropriately oriented.
• Continually develops staff through competency assessments, in-services and continuing education and performance appraisal process.
• Develops annual operating and capital budgets, monitors and analyzes ongoing performance and productivity and implements necessary corrective plans.
• Assures the Grievance program is compliant and meets all requirements.
• Responsible for quarterly meetings.
• Other duties as assigned.

Qualifications

• Bachelor's Degree in business/ hospitality/ marketing/ health care administration or other related field required, Master's Degree preferred
• 5-8 yearsofexperiencepreferred
• Excellent verbal and written communication skills with the ability to train staff.
• Thorough understandingofquality control standards and methodologies.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with MicrosoftOffice Suite or related software.

Salary: $100,000-$140,000