Pennsylvania Medicine

Director, Patient Experience - Pennsylvania Hospital

Pennsylvania Medicine$100K — $130K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Master's degree in health services administration, public health, or health related field
  • 5+ years of progressive leadership and management experience
  • 5+ years in service or healthcare related industry
  • Strong background in patient experience improvement initiatives
  • Ability to analyze and synthesize patient feedback effectively

Responsibilities

  • Directs and evaluates patient experience programs and initiatives
  • Acts as a consultant to leadership for patient experience strategies
  • Provides analytical reports on patient experience metrics
  • Collaborates across the organization to improve patient experience
  • Oversees complaint resolution and grievance responses
  • Ensures effectiveness of the Service Recovery program

Benefits

  • Comprehensive compensation and benefits package
  • One of the finest prepaid tuition assistance programs in the region
  • Emphasis on employee health and wellbeing
  • Opportunities for employee engagement and commitment
  • Supportive environment aligned with the mission of advancing medical care
Full Job Description
  • Under the direction of the Chief Nursing Officer, the Director of Patient Experience is a key member of the Pennsylvania Hospital and Penn Medicine Experience Team. The Director collaborates with the Chief Nursing Officer and hospital leaders to develop and implement interventions to mitigate/remove barriers and achieve patient experience goals. Evaluates progress, synthesizes patient feedback, and identifies opportunities for operational improvements. Assumes accountability for PAH Patient & Guest Relations, and the response to and resolution of patient/family complaints and concerns. The Director will also have management oversight, human resources and budgeting responsibility for Volunteer Services, Welcome Desk, Interpreter Services and Pastoral Care.

Responsibilities:
  • Directs, develops, implements, and evaluates entity-based patient experience programs, strategies, initiatives, policies and procedures.
  • Serves as a resource, consultant and advisor to entity leadership in the identification, assessment and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient experience.
  • Provides regular analytical and trending reports to track facility performance on patient experience metrics and to support performance improvement recommendations.
  • Collaborates with all levels of the organization, from senior leadership to service lines, physicians, front-line caregivers and other functional areas to ensure integrations of patient experience at all levels of the organization.
  • Oversees and manages the implementation, monitoring, and reporting of corrective actions related to complaints and grievances. Coordinates written responses to grievances in accordance with all Penn Medicine policies, Joint Commission standards and CMS requirements for patient grievance administration.
  • Assures the Service Recovery program is effective throughout the organization.

Required Education or Equivalent Experience:
  • Master's degree in health services administration, public health, or health related field
  • 5+ years progressive leadership/management experience with managing teams, projects and implementing patient experience improvement initiatives
  • 5+ years experience in service or healthcare related industry
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

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About Pennsylvania Medicine

The University of Pennsylvania is a private Ivy League research university in Philadelphia. It is the fourth-oldest institution of higher education in the United States and is ranked among the highest-regarded universities by numerous organizations and scholars. While the university dates its founding to 1740, it was created by Benjamin Franklin and leading Philadelphia citizens in 1749 . The University has four undergraduate schools as well as twelve graduate and professional schools. Schools enrolling undergraduates include the College of Arts and Sciences, the School of Engineering and Applied Science, the Wharton School, and the School of Nursing. Among its highly ranked graduate schools are its law school, whose first professor wrote the first draft of the United States Constitution, its medical school, the first in North America, and Wharton, the first collegiate business school. Penn's endowment is US$20.7 billion, putting it amongst the wealthiest academic institutions in the world, and its 2019 research budget was $1.02 billion. Penn was one of nine colonial colleges chartered before the U.S. Declaration of Independence when Benjamin Franklin, the university's founder and first president, advocated for an educational institution that trained leaders in academia, commerce, and public service. The campus, in the University City neighborhood of Philadelphia, is centered around College Hall, and notable landmarks are Houston Hall, the first modern "student union", and Franklin Field, the first double-decker college football stadium. Penn also is the home of the Morris Arboretum, the official arboretum of the Commonwealth of Pennsylvania, which is located 15 miles northwest of the campus, in the Chestnut Hill section of Philadelphia. The university's athletics program, the Quakers, fields varsity teams in 33 sports as a member of the NCAA Division I Ivy League conference.
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