Monitors and evaluates HCAHPS and Patient Satisfaction surveys, analyzing data to identify opportunities for improvement. Distributes patient satisfaction reports to executives, directors, and managers, recommending changes as needed. Supports and maintains tools to assist and track effective patient and team rounding. Provides guidance for patient education materials and communication tools, using patient feedback to advise leadership. Organizes and directs staff training for patient experience, enhancing professional growth through educational programs and workshops. Encourages adherence to service standards by staff and physicians, monitoring compliance across all departments. Other duties as assigned. Directs the Patient Experience Program goals, objectives, policies, and procedures in alignment with service standards. Develops and evaluates competency tools for training nurse leaders and staff, and audits nurse leader rounding. Knowledge, Skills, and Abilities:
• Demonstrates ability to communicate by reading, writing legibly, speaking, and comprehending English effectively in order to carry out job requirements. [Required]• Strong written and verbal communication skills. Able to effectively express ideas and views through public speaking, presentations, reports and professional correspondence. Ability to communicate effectively with all types of audiences. [Required]• Data-driven mindset and an aptitude for technology. Proficiency in Microsoft Office, CX and CRM software. [Required]• Exhibits in-depth knowledge of customer engagement channels and experience in a similar industry. [Required]• Exceptional collaborator, influencer and relationship builder - drives change through ideas, relationships and actions, systemic and operational issues to accelerate results. Capable of delivering a high level of customer service to internal customers and external strategic partners. [Required]• Strong organizational skills and the flexibility to adjust to changing conditions of the position. Must be able to multitask in a fast-paced work environment, excel under tight deadlines and able to remain calm under high-pressure situations. [Required]• Strong project management experience with a results-oriented focus and attention to detail. [Required]• Demonstrated ability to develop, grow and manage high-performing teams capable of delivering business results and desired outcomes. [Required]• Ability to work in a matrix-management environment to achieve organizational goals. [Required]• Ability to build rapport and work collaboratively with multi-disciplinary teams across department lines and work effectively with diverse populations. [Required]• Excellent judgement, analytical and interpersonal skills. [Required]• Ability to identify and respond to issues and risks, own and provide expedient follow through to action or resolution as applicable, communicating accordingly and appropriately. [Required]• Excellent leadership, project management, budget management, organizational and prioritization skills. [Required]• Maintains awareness of both the external and internal competitive landscape, opportunities for expansion, customer, markets and new industry developments and standards. [Required]• Exhibits an optimistic and enthusiastic attitude toward change; shows flexibility and tolerance for ambiguity and varying company culture. Knowledge of regulatory standards (Joint Commission, OSHA, Specialty Standards) strongly preferred. [Required]
Education:
• Master's [Required]
Field of Study:
• in Business Administration, Communications, Marketing, Health Care, Hospitality or related field

Work Experience:
• 5+ experience in patient/health care relations leadership [Required]
Additional Information:
• N/A

Licenses and Certifications:
• N/A

Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$81,869.91 - $152,262.94