The Director Patient Experience Director is responsible for leading initiatives to enhance patient engagement, loyalty and value across MVHS. This role is a strategic thinker, collaborative partner and hands on contributor who can understand our patient populations and their needs, map and optimize the patient journeys to improve every touchpoint, and design programs and strategies to drive a seamless patient experience that aligns with our mission, values and goals. This includes establishing a culture transformation, motivating and engaging staff at all levels, and ensuring the integration of service excellence with all other strategic initiatives. This position will report to our SVP/Chief Nursing Officer (CNO).

Core Job Responsibilities

Creates, executes and embeds a full scale patient experience program to drive change and improve the patient experience, analyzing data to identify areas for improvement, and developing and implementing of initiatives to enhance patient engagement, satisfaction and communication.
Engages with executive, quality and clinical teams, leads and inspires staff, and ensures the patient experience initiatives are in line with quality goals, safety measures and MVHS core values.
Embeds the Patient Experience program and behaviors throughout all MVHS entities. Creates education and training to ensure all staff are trained on Patient Experience techniques and processes, as well as ways to improve our patient’s experience and satisfaction while being cared for at MVHS.
Translates and trains the concepts of “service excellence and patient-centered care” into actionable and measurable behaviors throughout the organization. Holds staff and leaders accountable for promoting and using Service Excellence tools and behaviors for all patients.
Drives measurable improvements in patient satisfaction and outcomes through dashboards, metrics and key performance indicators. Shares metrics and patient satisfaction scores with key business owners and works with leaders to create measurable action plans to continually improve patient satisfaction.
Uses Press Ganey and other tools for analysis and reporting. Monitors and shares information and findings on patient experience results. Serves as the key relationship manager with Press Ganey and also as MVHS’s subject matter expert with Press Ganey tools, tips and training initiatives. Provides feedback to the SVP/CNO and other leaders related to Patient Experience scores, trends and comments.
Collaborates with clinical and administrative teams to streamline processes, implement consistency in care delivery, and improve efficiency, safety and service excellence in patient care.
Serves as a key expert and resource on patient complaint and grievance management and investigations. Also serves as a lead liaison between patients, families and healthcare providers to address concerns, suggestions and/or opportunities for improvement.
Works closely with all clinical leaders and services leaders (ex. Food service, Housekeeping, Facilities etc.) to ensure we are delivering exceptional, consistent, quality care to our patients and meeting their needs. Works closely with clinical or support service leaders to address patient care concerns and keeps leaders abreast of any patterns or trends in patient satisfaction data.
Collaborates and liaises with all RN’s, Medical Staff, Medical Group Practice Management and various ancillary and clinical staff to promote and continually improve patient relations and satisfaction levels.
Facilitates and organizes the Patient and Family Advisory Council.
In partnership with leadership and Human Resources, makes decisions or recommendations related to staff performance management, hiring, transfers, corrective actions, terminations, etc. Resolves staff issues and grievances in a fair, timely and consistent manner. Works collaboratively with HR to address staff concerns, behaviors and suggestions related to improving patient experience and care delivery.
Keeps current in trends in patient experience and proactively shares findings with MVHS leadership.
Performs related duties as directed.

Education/Experience Requirements

REQUIRED:

Bachelor’s degree in healthcare, business or related field.
7 years of experience in healthcare, patient relations or clinical roles to include 4 years of management experience.
A proven track record in a management position focused on patient experience or related areas within the healthcare industry, excellent communication and interpersonal skills, and an analytical, strategic, and results-oriented mindset.

PREFERRED:

Master’s degree in a clinical or business area.

Licensure/Certification Requirements

PREFERRED:

Certified Patient Experience Professional (CPXP) certification.

Disclaimer

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Job Details

Req Id 94383
Department NURSING ADMINISTRATION
Shift Days
Shift Hours Worked 8.50
FTE 1
Work Schedule SALARIED GENERAL
Employee Status A1 - Full-Time
Union Non-Union
Pay Range $118k - $153k/Annually

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