The Director, Patient Experience is responsible for developing, leading, monitoring and modifying the overall organizational approach to the patient and family experience. Provides leadership for the planning, implementation and evaluation of the patient and family experience strategies designed to improve the overall experience of care. Responsible for establishing processes for achieving desired outcomes and metrics, including those required by payers and regulatory bodies.
Required: Bachelor's Degree in business/ hospitality/ marketing/ health care administration or other related field; Minimum 5-8 years experience
Develops, reviews and implements strategic and operational plans for patient experience, creating a unique experience that will be a differentiator in the industry and drive future growth.
Researches customer service needs, expectations and concerns, incorporating expertise from within and from outside of health care.
Works closely with other leaders and operational areas to ensure integrations of patient experience at all levels of the organization. Integrates customer service with other strategic initiatives.
Utilizes and analyzes Press Ganey patient survey information to track and monitor patient satisfaction and identify opportunities for improvement. Serves as organization's' liaison to Press Ganey.
Provides consultative advise to leaders and colleagues based on direct observation and knowledge.
Develops and/or selects patient experience/service excellence education, training and reinforcement programs for colleagues, volunteers, and physicians. Works in conjunction with Organizational Development.
Leads organizational initiative to create a culture of spirit and pride for colleagues.
Manages Patient Experience Department and assures colleagues are appropriately oriented. Continually develops staff through competency assessments, in-services and continuing education and performance appraisal process.
Develops annual operating and capital budgets, monitors and analyzes ongoing performance and productivity and implements necessary corrective plans.
Assures the Service Recovery program is effective throughout the organization.