Patient and Customer Experience

Manages,⠀plans, and⠀organizes⠀the staff⠀and⠀activities⠀of Patient⠀and⠀Customer⠀Experience,⠀and other⠀related⠀services⠀to enhance⠀the⠀overall⠀patient⠀and family⠀experience.

Job Responsibility

• Role⠀models⠀Culture of⠀C.A.R.E.⠀and⠀organizational⠀values.
• Maintains⠀strong⠀communication⠀with⠀patients,⠀families⠀and team⠀members
• Provides⠀leadership⠀to Patient⠀& Customer⠀Experience⠀team⠀members⠀and⠀supervisors⠀by⠀communicating⠀and⠀guiding⠀toward⠀achieving⠀department⠀objectives
• Develops,⠀communicates,⠀and builds⠀consensus⠀for goals⠀in⠀alignment⠀with the⠀health⠀system.
• Develops,⠀plans,⠀implements⠀and⠀evaluates⠀Patient⠀and⠀Customer⠀Experience⠀programs,⠀initiatives⠀and other⠀related⠀services;⠀develops⠀and⠀implements⠀hospital⠀wide⠀policies⠀and⠀procedures⠀for⠀management⠀of and⠀response⠀to patient⠀care⠀concerns.
• Engages⠀leadership⠀and team⠀members⠀and⠀implements⠀practices⠀to improve⠀communication,⠀efficiency⠀and⠀patient/family⠀centered⠀experience.⠀Prepares,⠀leads and⠀educates⠀patient⠀experience-based⠀education⠀and⠀performance⠀improvement⠀for short⠀and⠀long-range⠀goals.
• Advocates⠀for⠀patients⠀and their⠀families⠀alongside⠀the⠀interdisciplinary⠀care team;⠀manages⠀concerns/complaints⠀as per⠀policy and⠀procedure.
• Collaborates/Coordinates⠀with local⠀and system⠀Patient &⠀Family⠀Partnership⠀Council(s).
• Performs⠀service⠀recovery⠀and⠀escalates⠀to⠀leadership,⠀as⠀appropriate.
• Collaborates⠀with other⠀departments⠀(Volunteer⠀Services,⠀Pastoral⠀Care,⠀Social⠀Work, etc)⠀to deliver⠀a broad⠀scope of⠀patient⠀experience⠀programs;⠀tracks⠀concerns⠀and⠀issues.
• Analyzes⠀trends,⠀data,⠀processes⠀and⠀knowledge⠀to ensure⠀Patient⠀Experience⠀objectives⠀are⠀aligned⠀with the⠀organizational⠀objectives;⠀provides⠀performance⠀improvement⠀recommendations⠀for short⠀as well as⠀long range⠀goals to⠀senior⠀leadership.
• Allocates⠀funds and⠀monitors⠀staffing⠀and other⠀expenses⠀to ensure⠀operation⠀within⠀budget;⠀serves as⠀educator⠀for⠀patient⠀rights and⠀service⠀excellence.
• Builds⠀and⠀maintains⠀productive⠀intra-departmental⠀work⠀relationships⠀to⠀optimize⠀operations.
• Demonstrates⠀strong⠀understanding⠀of patient⠀experience⠀metrics,⠀data and⠀performance⠀outcomes;⠀prepares⠀analyses⠀of patient⠀survey⠀data⠀including⠀comment⠀reports.
• Ensures⠀operating⠀compliance⠀with⠀government⠀and agency⠀regulations.
• Selects,⠀develops,⠀manages⠀and⠀evaluates⠀direct⠀reports.
• Provides⠀direction⠀and⠀guidance⠀to exempt⠀specialist,⠀supervisory,⠀and/or⠀middle⠀management⠀personnel⠀who⠀exercise⠀significant⠀latitude⠀and⠀independence⠀in their⠀assignments
• Performs⠀related⠀duties as⠀required.⠀All⠀responsibilities⠀noted here⠀are⠀considered⠀essential⠀functions⠀of the job⠀under the⠀Americans⠀with⠀Disabilities⠀Act.⠀Duties not⠀mentioned⠀here, but⠀considered⠀related⠀are not⠀essential⠀functions.

Preferred Skills:

• Demonstrated⠀leadership⠀experience⠀and⠀outcomes⠀within⠀leading⠀patient/customer⠀experience⠀performance⠀improvement⠀and⠀cultural⠀transformation⠀efforts.
• Proficient⠀in⠀evidence-based⠀curriculum⠀development,⠀adult⠀learning⠀theory,⠀and⠀educational⠀evaluation⠀processes
• Strong⠀facilitation,⠀presentation,⠀education,⠀and⠀train-the-trainer⠀skills
• Expert⠀ability to⠀create⠀executive⠀presentations⠀and⠀communications;⠀advanced⠀PowerPoint⠀skills
• Strong⠀writing⠀skills;⠀create⠀academic⠀abstracts,⠀publications⠀and⠀patient/customer⠀experience-based⠀articles.
• Operations⠀experience⠀strongly⠀preferred

Job Qualification

• Bachelor's⠀Degree⠀required,⠀or⠀equivalent⠀combination⠀of⠀education⠀and⠀related⠀experience.
6-10 years of relevant experience and 5-7 years of leadership / management experience, required.

• Additional Salary Detail

The salary⠀range⠀and/or⠀hourly⠀rate⠀listed is⠀a good⠀faith⠀determination⠀of⠀potential⠀base⠀compensation⠀that may⠀be offered⠀to a⠀successful⠀applicant⠀for this⠀position⠀at the⠀time of⠀this job⠀advertisement⠀and may be⠀modified⠀in the⠀future.When⠀determining⠀a team⠀member's⠀base⠀salary⠀and/or⠀rate,⠀several⠀factors⠀may be⠀considered⠀as⠀applicable⠀(e.g.,⠀location,⠀specialty,⠀service⠀line,⠀years of⠀relevant⠀experience,⠀education,⠀credentials,⠀negotiated⠀contracts,⠀budget and⠀internal⠀equity).