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.

• 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.