Job description

General Summary: Responsible for providing oversight and leadership in planning, developing, implementing and directing the Patient Experience Initiative. The development of the Service Excellence programs will be as a result of an in direct correlation with our HCAHP Scores while promoting the mission and vision of the facility. Responsible for planning, introducing and implementing service excellence programs within the hospital. Drive strategic planning to ensure employees, volunteers; physicians are “on board” with service standards. Develop training and education programs. Manage, interpret, track and report HCAHPS data results, as well as, assess and present recommendations for increased success. The Director of Patient Experience and Culture will be responsible for the collaboration of the departments and disciplines to make the patient experience a standardized departmental and individual goal.

 Bachelor’s Degree in marketing, communications, organizational field, hospitality, human resources or related field required. Minimum of 5 years progressively responsible experience in managing cultural change, organizational development and/or organizational change management preferred. Experience with Patient Experience in an acute setting preferred.

 Approximately three to five years of progressively responsible work experience with current comprehensive experience in planning, project management, organizational and presentation skills required.

 Strong leadership skills necessary to maintain a variety of internal and external contacts and successfully interact with staff, physicians, managers and other organizational executives.

 Excellent interpersonal, organizational, written and verbal communication skills and ability to communicate with diverse populations and levels required.

 Demonstrates ability to plan and execute complex projects. Practice reflects customer service excellence and ongoing improvement of patient satisfaction. Ability to communicate complex reports effectively.

 Analytical ability necessary to assess and develop solutions to processes. Meet timelines and achieve service excellence.

 Excellent computer skills; Microsoft Office Suite essential.

Job Type: Full-time

Pay: $150,000.00 - $165,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Work Location: In person

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