This position is incentive eligible.
Salary Estimate: $102960.00 - $160617.60 / year
Learn more about the benefits offered for this job.
The estimate displayed represents the typical salary range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range.
Job Summary and QualificationsThe division Director of Patient Experience will be responsible for collaborating with the Division Chief Nurse Executive and facility executive teams to execute the patient experience strategy. The Director of Patient Experience will be an experienced leader well-versed within patient experience data analytics, best practices, and coaching and will be responsible for the execution and sustainment of division-wide patient experience initiatives in the Continental Division.
Coordinates patient experience activities at Continental Division:
- Collaborates with all stakeholders (i.e. division leadership, facility leadership, nursing facility and department directors, and vendors) to direct patient experience initiatives
- Provides oversight, coordination, and direction for all Patient Experience initiatives (primarily in ED and IP)
- Develops strategies to overcome barriers - proactively identifying any existing barriers and utilizing change management principles to mitigate any potential barriers in future initiatives
- Operationalizes tactics in support of strategic goals for patient experience
- Develops relationships with facility leadership team and communicate HCA and Continental Division patient experience goals and plans
- Meets with various departments, groups, managers/directors, to formalize programs and action plans
- Partners with facility leadership to extract and interpret data to support facility ad hoc reporting needs
- Tracks and trends outcomes, makes recommendations, and develops plans to address
- Provides education to nurses, physicians, and ancillary staff as required, supplementing facility leadership
- Conducts assessment of individual and group needs to improve Patient Experience outcomes
- Evaluates the effectiveness of training courses, workshops, or other developmental interventions designed to address training needs of individuals or groups of employees.
- Coordinates or provide directly, training classes or other programs to ensure new and existing staff have proper tools and preparation to perform daily tasks and duties
- Other duties as assigned.
JOB KNOWLEDGE / PRODUCTIVITY
- Knowledge of current trends and best practices in patient experience relevant to services provided by hospitals, medical staffs, and integrated healthcare systems.
- Knowledge of the implications of measures for CAHPS results and for CMS guidelines regarding the recording of patient satisfaction results.
- Demonstrated competence of Patient Experience metrics, including the ability to identify strategic opportunities and strengths through advanced data analytics.
- Demonstrated understanding of process improvement and/or change management principles and ability to incorporate into strategic planning and rollout of behavior-change initiatives.
- Demonstrated competence of Patient Experience evidence-based behaviors.
- Must possess highly developed analytical skills and the ability to function at a high level in a fast paced environment.
- Must possess strong facilitation, coaching and communication skills.
- Proven ability to bring projects to successful completion with sustainability.
COMMUNICATION / CUSTOMER SERVICE
- Collaborative, transparent, approachable, and passionate about the goals at hand.
- Requires exceptional interpersonal skills in order to effectively build relationships and communicate with all levels of management, staff, and external customers.
- Must be able to establish credibility, to prioritize, to be decisive, tactful, and flexible with a wide variety of audiences.
- Interacts and communicates with co-workers in a way that promotes a harmonious and cooperative working environment.
- Listens to constructive criticism in a productive manner.
- Demonstrates a willingness and ability to assist others.
- Responds to supervisor's requests for information and assistance in a courteous manner and within required timeframe.
- Displays courteous behavior to customers and guests.
DEPENDABILITY / INITIATIVE
- Ability to work independently and/or as part of the team as the situation dictates.
- Ability to act independently to solve problems and develop recommendations. Undeterred by challenges and barriers to change, as well as persistent and undaunted by resistance.
- Ability to organize workload to provide reliable follow-through and meet deadlines.
- Reports to supervisor any suggestions for positive change or recommendations to department policies and procedures.
- Recognizes duties to be performed although not directly assigned.
- Demonstrates enthusiasm and self-motivation in performing job duties.
- Willing to adjust schedule in case of workload fluctuations.
- In light work situations, consults supervisor for additional assignments or independently seeks additional tasks.
- Exhibits willingness to master new work routines and methods.
- Stable and reliable attendance.
EDUCATION / DEVELOPMENT
- Learns new procedures and protocols.
- Consults or reviews written protocols to clarify uncertain aspects.
- Completes annual mandatory In-Service requirements.
- Attends department meetings (reviews and signs minutes when unable to attend) and In-Service training programs to remain current.
- Assumes responsibility for continued professional development.
- Performs other duties as assigned.
Requirements:
Masters' degree in healthcare or related field
Preferred
Bachelors' degree in healthcare or related field
Required
3-5+ Years of relevant experience in Patient Experience
Preferred
Lean experience or Six Sigma black or green belt certifications Preferred
Qualifications:
- Previous staff development, educator, or consulting experience, especially in the area of patient experience, and previous project management experience is preferred.
- Excellent communication and interpersonal skills required.
- Demonstrates ability to work with colleagues at all levels of the organization and accomplish multiple tasks according to specific timelines.
- Demonstrates flexibility in the face of changing priorities and schedules.
- Conveys a positive image of Patient Experience, self, and the organization with internal as well as external constituents.
- Demonstrates skill and success in leading work groups of healthcare professionals and project management in the areas of nursing or healthcare.
