5-7 years of experience in patient and family-centered care management
Strong background in hospice or healthcare service environments
Proven track record of leading strategic initiatives across organizations
Expertise in quality improvement methodologies and performance management
Exceptional communication and interpersonal skills to engage diverse stakeholders
Responsibilities
Develop and lead a comprehensive Patient and Family Experience strategy across the organization
Establish service excellence standards throughout the hospice journey
Monitor and analyze patient and family feedback to identify improvement areas
Oversee volunteer services and provide strategic direction for the volunteer coordinator team
Implement action plans based on experience data to enhance outcomes for patients and volunteers
Collaborate with leadership across departments to align experience initiatives with quality outcomes
Represent the organization in community settings to strengthen partnerships and engagement
Benefits
Comprehensive volunteer recruitment and training programs
Opportunities for professional growth and leadership development
Access to a supportive executive leadership team
Engagement in community-focused initiatives to enhance patient care
Collaborative work environment promoting service excellence
Full Job Description
Job Description:
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Patient & Family Experience
Develop and lead an organization-wide Patient and Family Experience strategy aligned with organizational priorities, serving as a primary advocate for the patient, family, and caregiver voice.
Establish and promote standards for patient- and family-centered service excellence across the hospice journey, from referral and admission through end-of-life care and bereavement.
Monitor patient and family satisfaction, feedback, complaints, grievances, and other experience data to identify trends, gaps, and opportunities for improvement.
Develop service recovery and improvement strategies and partner with Clinical and Operations leadership to address barriers to exceptional patient and family experiences.
Establish measurable experience goals and monitor organizational performance to drive accountability and continuous improvement.
Volunteer Services
Provide executive oversight and strategic direction for Volunteer Services, including leadership of the Area Volunteer Coordinator team.
Develop and oversee volunteer recruitment, orientation, training, engagement, utilization, supervision, evaluation, and recognition programs.
Monitor volunteer recruitment, retention, utilization, and engagement metrics and ensure accurate documentation and compliance with applicable regulatory and organizational requirements.
Ensure volunteer services are effectively integrated into the hospice interdisciplinary model and aligned with the needs of patients, families, caregivers, and the communities served.
Promote and expand volunteer services through organizational and community engagement initiatives.
Quality & Continuous Improvement
Utilize patient/family experience, volunteer, satisfaction, complaint, grievance, and other performance data to identify opportunities and drive measurable improvement.
Develop, implement, and monitor action plans to address identified gaps and improve patient, family, caregiver, and volunteer outcomes.
Partner with Clinical, Quality, Operations, and other leaders to align experience initiatives with quality outcomes and organizational priorities.
Support regulatory and accreditation readiness related to patient rights, satisfaction, experience, and volunteer services.
Promote a culture of accountability, compassion, service excellence, and continuous improvement.
Executive & Organizational Leadership
Serve as a member of the executive leadership team and contribute to organizational strategy, decision-making, and strategic initiatives.
Collaborate with Clinical, Operations, Education, Quality, and other departments to promote consistent patient, family, caregiver, and volunteer experiences.
Provide leadership, direction, and accountability for assigned teams, programs, budgets, and organizational initiatives.
Build and maintain relationships with patients, families, caregivers, volunteers, employees, physicians, community partners, and other stakeholders.
Represent the organization in community and professional settings and identify opportunities to strengthen engagement and organizational relationships.
Perform additional duties and responsibilities as assigned by the Chief Executive Officer.
knowledge, skills, and abilities required
Extensive knowledge of patient- and family-centered care and service excellence principles.
Understanding of hospice, healthcare, post-acute care, or other patient-centered service environments.
Demonstrated ability to develop and execute organization-wide strategic initiatives.
Proven ability to lead diverse teams and develop leaders.
Strong understanding of quality improvement and performance management.
Demonstrated ability to analyze data, metrics, surveys, and performance indicators to drive decisions and improvements.
Excellent oral and written communication skills.
Strong presentation, public speaking, and facilitation skills.
Exceptional interpersonal and relationship-building skills.
Ability to effectively communicate with patients, families, caregivers, volunteers, employees, physicians, executives, and community partners.
Strong decision-making, problem-solving, conflict-resolution, and critical-thinking skills.
Ability to manage multiple priorities, projects, and competing organizational needs.
