This position is incentive eligible.
Salary Estimate: $110552.00 - $176883.20 / 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 QualificationsProvides strategic direction and leadership to accomplish results in all customer satisfaction areas, including patient and physician satisfaction. Provides coaching to leaders and staff through site visits, personal coaching and training to ensure staff at all levels of the organization are competent to support the delivery of patient centered care.
Evaluates Division results to identify opportunities for improvement in customer satisfaction and patient experience. Provides recommendations, action plans, and timelines for improvement.
Collaborates with Division VP Quality and Facility Senior Leaders to review results and develop division strategies for improvement in employee performance.
Assesses employee engagement and physician satisfaction as related to patient experience.
Develops targeted coaching plans and improvement goals to improve results.
Collaborates with Division Chief Medical Officer to identify opportunities for engaging physicians in patient experience improvement activities. Develop strategies and coaching plans for Physicians.
Evaluates current competency and facility standards through site visits and staff / leadership interviews to support development of service excellence strategies.
Provides one-on-one and team/department coaching for division and facility leadership as well as staff that targets improving customer satisfaction and patient experience.
Develops specific curriculum and materials as needed to facilitate an exceptional patient experience that support performance standards throughout Division facilities.
Collaborates with Senior Leadership Teams to incorporate patient experience improvement in facility initiatives/programs.
Provides one-on-one coaching for leaders and key staff to improve customer satisfaction results.
Assists facility and division leaders in developing and delivering patient experience and patient centered care training to front line staff.
Provides strategic direction and oversight for Division Customer Satisfaction and Patient Centered Care.
Provides regular communication to division leadership on project timelines and progress.
Updates facility leadership teams on department/facility specific strategies and training.
Participates in annual strategic planning with Division and Facility Leadership to support performance goals for the division
Education & Experience:
Master's degree Healthcare related field, Organizational Development, or Business Hospitality - Required
6+ years of experience in progressive management (people & operations) and coaching/facilitation for large organizations in the area of customer service - Required
Hospital clinical experience - Required
BenefitsHCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
- Wellbeing support, including free counseling and referral services
- Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
- Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
- Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
- Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.Capital Division which encompasses 19 hospitals overall. Our hospitals include one Level I, three Level II, and four Level III trauma centers. The Capital Division office is located in downtown Richmond, VA. We are home to one of HCA's largest hospitals, 500 bed + Chippenham Hospital.
If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Division VP Care Experience opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews.
Unlock the possibilities and apply today!
