Customer Service

Director of Patient Experience

Type: FT
Education: Bachelor’s Degree in related field required
Hours: Varied
Experience: 3 – 5 years minimum experience in coaching, process improvement, change management, patient experience with demonstrated ability to drive results. Experience with the Studer Group evidence based leadership tactics preferred.
Skills: Excellent interpersonal and relationship building skills. Ability to handle difficult conversations and situations constructively; savvy interacting with physicians/executive leadership. Articulate written and verbal communication, with well-honed consultative skills. Excellent attention to detail and organizational skills.
Description:

 

The Patient Experience Director is passionate about the patient/family experience. The Director is responsible for ensuring that our mission, vision, values, and standards of behavior are coached, validated, and demonstrated in the workplace ensuring accelerated and continuous improvement. Additionally, the Director is responsible for hospital-wide programs, initiatives, training and interventions focused on ensuring that our customers' experience is consistent, seamless, and exceptional. The Director observes the patient experience environment as well as the behaviors of care providers and provides real-time coaching and education. Provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices. Assists managers and staff with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes.