Bachelor's Degree in business, hospitality, marketing, health care administration, or related field required; Master's Degree preferred.
5-8 years of relevant experience preferred.
Excellent verbal and written communication skills for effective staff training.
Thorough understanding of quality control standards and methodologies.
Strong analytical and problem-solving skills.
Excellent organizational skills and attention to detail.
Strong supervisory and leadership skills.
Responsibilities
Develops and implements strategic and operational plans for patient experience to differentiate the organization in the outpatient industry.
Researches customer service needs and expectations, leveraging insights from both healthcare and other sectors.
Collaborates with leaders across the organization to integrate patient experience into all operational areas.
Provides consultative advice to leaders based on observations and expertise.
Creates and implements education and training programs for staff on patient experience and service excellence.
Manages the Patient Experience team and ensures proper orientation for new colleagues.
Conducts competency assessments and performance appraisals to foster staff development.
Benefits
Comprehensive health benefits package.
Opportunities for professional development and continuing education.
Supportive work environment focused on patient care excellence.
Flexible work arrangements may be available.
Full Job Description
Job Summary
The Director, Patient Experience is responsible for developing, leading, monitoring and modifying the overall organizational approach to the patient and family experience. Provides leadership for the planning, implementation and evaluation of the patient and family experience strategies designed to improve the overall experience of care. 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 for patient experience, creating a unique experience that 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 outside of health care.
Works closely with other leaders and operational areas to ensure integrations of patient experience at all levels of the organization. Integrates customer service with other strategic initiatives.
Provides consultative advise to leaders and colleagues based on direct observation and knowledge.
Develops and/or selects patient experience/service excellence education, training and reinforcement programs for colleagues, clinicians, and physicians.
Manages Patient Experience and 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 years of experience preferred
Excellent verbal and written communication skills with the ability to train staff.
Thorough understanding of quality control standards and methodologies.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficient with Microsoft Office Suite or related software.
