Patient Experience Director
: Job Details :

Employee Type:

Regular

Work Shift:

Day - 8 hour shift (United States of America)

Join Team Tidelands and help people live better lives through better health!

In support of the health system's strategic initiatives and at the direction of the vice president of marketing and communications, the patient experience director will develop and implement an integrated, patient-focused service plan to support a positive experience for our patients and their guests. The director will foster a culture of patient- and family-centered care and service excellence, working directly with operational and clinical leaders to assess and communicate performance and to create change at all levels of the organization. The patient experience director will translate the concepts of service excellence, patient experience and patient relations into actionable behaviors and will facilitate the measurement, monitoring and assessment of patient experience initiatives.

QUALIFICATIONS

Experience :

-Minimum seven (7) years' experience in patient experience and/or customer service, with at least three (3) years of patient experience leadership in a health care setting.

-A documented track record of implementing and accomplishing patient experience improvements in a health care organization or system required.

-Experience leading customer experience improvement in both health care and non-health care settings preferred.

Education :

-Bachelor's degree in a business or health care field required. Master's degree preferred.

Knowledge/Skills/Abilities :

• Exceptional ability to build and maintain positive relationships with patients, families and team members. Excellent listening skills to understand patient needs and concerns.

• Deep understanding of what constitutes an exceptional patient experience and a commitment to putting patients at the center of care delivery.

• Advanced knowledge of various CAHPS surveys, patient satisfaction survey tools and the field of consumer research. Comprehensive understanding of healthcare operations, patient care processes and regulatory requirements affecting patient experience.

• Demonstrated skill in creating vision, affecting change and facilitating transitions. Ability to influence an entire enterprise workforce. Experience in managing and implementing change initiatives effectively, helping assure new practices are adopted smoothly.

-Proven problem-solving skills and ability to quickly resolve issues and concerns.

-Strong verbal, written, and presentation skills.

• Skill in working collaboratively with clinical, operational and administrative teams to support a unified approach to patient experience.

• Advanced skills in analyzing patient feedback, satisfaction surveys and performance metrics to identify trends, root causes and areas for improvement.

• Able to articulate challenges and to be proactive and aggressive in thinking about new ways to do things and create enthusiasm for new initiatives.

• Proficiency in presenting complex data and insights clearly to senior leadership and other stakeholders

Tidelands Health is an equal opportunity employer (EOE). Tidelands Health does not discriminate against employees or applicants for employment on the basis of race, color, creed, religion, age, national origin, disability, marital status, veteran status, gender, genetic information, familial status, or any other legally protected status.