Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Summary:
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Under the direction of the Chief Nursing Officer, the Director of Patient Experience is a key member of the Pennsylvania Hospital and Penn Medicine Experience Team. The Director collaborates with the Chief Nursing Officer and hospital leaders to develop and implement interventions to mitigate/remove barriers and achieve patient experience goals. Evaluates progress, synthesizes patient feedback, and identifies opportunities for operational improvements. Assumes accountability for PAH Patient & Guest Relations, and the response to and resolution of patient/family complaints and concerns. The Director will also have management oversight, human resources and budgeting responsibility for Volunteer Services, Welcome Desk, Interpreter Services and Pastoral Care.
Responsibilities:
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Directs, develops, implements, and evaluates entity-based patient experience programs, strategies, initiatives, policies and procedures.
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Serves as a resource, consultant and advisor to entity leadership in the identification, assessment and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient experience.
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Provides regular analytical and trending reports to track facility performance on patient experience metrics and to support performance improvement recommendations.
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Collaborates with all levels of the organization, from senior leadership to service lines, physicians, front-line caregivers and other functional areas to ensure integrations of patient experience at all levels of the organization.
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Oversees and manages the implementation, monitoring, and reporting of corrective actions related to complaints and grievances. Coordinates written responses to grievances in accordance with all Penn Medicine policies, Joint Commission standards and CMS requirements for patient grievance administration.
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Assures the Service Recovery program is effective throughout the organization.
Required Education or Equivalent Experience:
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Master's degree in health services administration, public health, or health related field
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5+ years progressive leadership/management experience with managing teams, projects and implementing patient experience improvement initiatives
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5+ years experience in service or healthcare related industry
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
