This position is responsible for applying extensive knowledge of patient experience, continuous process improvement practices, project management, and change management to develop and execute strategic initiatives that support organizational patient experience goals.
Experience
- 3+ years of progressive patient/customer experience and/or service excellence experience and knowledge
- Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management
- Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results
- Track record of building cohesive and highly engaged teams
- Experience collaborating with clinical partners/roles to drive participation in improvement initiatives
Preferred Qualifications
Education
Certification Summary
- No professional certifications required
Knowledge, Skills, and Abilities
- Strong analytical skills
- Team and project leadership
- Ability to rally and orchestrate cross functional resources/stakeholders, driving collaboration
- Project management
- Hospitality, service excellence or consulting experience
- Strong knowledge of Epic and its reporting capabilities (Slicer Dicer, etc.)
- Strong communication skills, including executive storytelling and presentation skills utilizing data
- Nimble and able to handle multiple tasks, challenges and projects
- Curious and creative
Job Responsibilities
- Develops and executes system-level strategies to improve patient and family satisfaction and overall service delivery across the entire patient journey.
- Analyzes patient and family feedback (e.g., surveys, complaints, compliments) and operational performance data to identify trends, root causes, and opportunities for improvement.
- Defines, tracks, and reports key performance indicators (KPIs) for patient experience initiatives; uses data to prioritize efforts and measure impact.
- Delivers significant and measurable business and experience results by leading several long-term strategic patient experience projects and initiatives.
- Serves as a consultant and subject matter expert to clinical and administrative leaders, using data-driven insights to inform patient and family experience improvement efforts.
- Orchestrates system resources and stakeholders to build buy-in and ensure effective execution of patient experience improvement initiatives, including change management and sustainability plans.
- Partners with Quality, Analytics, and IT teams to enhance patient experience reporting, integrate metrics into enterprise dashboards, and support data-informed decision-making.
- Identifies industry best practices and emerging trends and makes recommendations on how to apply them to the Children’s Healthcare of Atlanta system, including evaluating expected impact and return on investment.
- Prepares and delivers clear, compelling presentations to leadership and frontline teams that translate complex data and strategy into actionable next steps.
Primary Location Address
1575 Northeast Expy NE
Job Family
Director/Senior Director
