Director Patient Experience - Associate Experience

Description Summary:

In a High-Reliability Organization, the Director of Patient Experience is responsible for the development of strategy and implementation of initiatives to drive behavior change, process improvement, and environment changes based on patient experience data, to optimize care delivery, and achieve best-in-class patient satisfaction. The Director will assess and analyze data from patient engagement surveys, complaints, and grievances to drive process improvement in the hospital to meet national metric benchmarks for patient experience in the hospital. Manages direct reports in the Patient Experience Program for the hospital.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Plans and coordinates the overall hospital program strategy to achieve excellent patient experience in all areas; develops improvement programs based on identified patient experience needs; analyzes and interprets surveys’ works with directors, managers, and front-line Associates to achieve desired outcomes; reports regularly at departmental meetings, hospital and medical staff committees and service lines.
• Works in collaboration with departments in developing and driving initiatives designed to improve the patient experience either through behavior change, process improvement, or environmental factors.
• Accountable for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals with respect to patient opinion and services.
• Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention from data derived from surveys, complaints, and grievances.
• Serves as the liaison for patient complaints and grievances and manages the program to meet the regulatory requirements for complaints and grievances documentation and response for the hospital.
• Provide education to staff on complaint management, patient rights, and customer service.
• Resource for leadership in the hospital for patient satisfaction surveys, complaints, and grievances for process improvement around the patients' and families' experience.
• Leads and participates in multi-disciplinary teams to manage initiatives related to the patients' experience.
• Demonstrates organizational agility to keep patient experience initiatives moving forward.
• Ensures patient experience hospital and unit-based action plans are completed on time and on budget.
• Presents to various audiences ranging from patient experience modules for Associates to presentations for hospital leadership.
• Works with evidence-based and HRO performance improvement techniques to proactively implement systems (people, processes, and technology) to enhance the customer’s experience.
• Acts as a resource to the Clinical Excellence Division to ensure accurate measurement of our customer survey process.
• Must have excellent communication skills (written, verbal, and listening).
• Must have excellent interpersonal and organizational skills.

Education/Skills Job Requirements:

• Bachelor's degree required
• Master's degree preferred

Experience

• 5 years of education, customer service, or process improvement experience
• Experience in leading and managing multi-functional teams to improve processes
• Experience in using both qualitative and quantitative consumer information to drive customer satisfaction
• Experience in a healthcare setting is required

Licenses, Registrations, or Certifications

• Certified Professional in Patient Experience (CPXP), required within two years of hire

Work Schedule 8AM - 5PM Monday-Friday

Work Type Full Time