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SalaryAt White House Clinics, we do health care differently. Our multi-disciplinary care teams incorporate the expertise of medical, dental, behavioral health, pharmacy, and care navigation professionals to provide patients with comprehensive care designed to help them achieve their health goals. While our work is fast-paced, our teams enjoy being able to work collaboratively to support patients.
White House Clinics employees enjoy a competitive wage and robust benefit package including:
- Employer Paid Health, Life & Disability Insurance
- 4 Weeks of PTO
- Retirement Plan
- 8 Paid Holidays
Many employees work alternative work schedules which allow them a day off during the week.
At White House Clinics, we believe in providing our employees with opportunity for both personal and professional growth in a challenging and rewarding work environment. We recognize the contributions that each person makes to the team and value each person’s input as we work to deliver outstanding patient care. Join us today!
PRIMARY FUNCTION
The Director of Patient Experience will be responsible for the overall creation, implementation, and sustainment of initiatives to improve the Patient Experience recognizing that Patient Experience is the sum of all interactions a patient may encounter to influence their perception of the care received. The Director will continuously monitor patient perception and work to construct strategies for process improvements and foster a culture of service and safety to enhance the overall Patient Experience. The Director will work in accordance with the federal, state, and local regulations. This position will be responsible for, but not limited to the following:
PRINCIPLE DUTIES
- Responsible for providing oversight and leadership in planning, developing, implementing, and directing Patient Experience initiatives in the organization.
- Works with Senior Leadership to develop and implement Patient Experience initiatives, identify process improvement opportunities, and present recommendations and resolutions that align to the organizational strategic pathway to the Chief Operating Officer.
- Develops, conducts, and evaluates Patient Experience training programs that facilitate the professional development and continuous learning of all staff members.
- Oversees organizational processes directly impacting Patient Experience including interpretation and translation services, continuity of care efforts, transportation services, and clinic facilities.
- Provides day-to-day leadership and direction to the facilities team and clinic coordinator roles; oversees departmental procedures to effectively meet organizational strategy and develops comprehensive goals for departmental performance and growth.
- Schedules and assigns priority to facility requests, coordinates maintenance projects with departmental managers, and maintains appropriate staffing levels to meet business needs.
- Ensures quality day to day operation of the organization’s physical facilities including maintenance, repair, and renovation projects.
- Conducts routine clinic inspections to proactively identify potential hazards, safety concerns, defects, and preventative opportunities to maintain clinic integrity and ensures each clinic is visually pleasing and presents a comfortable environment for clients.
- Ensures that all clinic sites are functioning to the organizational standard and maintained in accordance with all local, state, and federal regulatory requirements.
- Accountable for the day-to-day enforcement of policy and protocols related to the Patient Experience, through Clinic Site Coordinators and ensures successful coaching of organizational staff members in optimal Patient Experience procedures.
- Coordinates community outreach opportunities through Clinic Site Coordinators to enhance community perceptions of clinic operations and ensures organizational participation where appropriate.
- Oversees organizational customer survey processes to assess satisfaction with clinic services including but not limited to routine and specific surveys, focus groups, outreach, etc.
- Serves as subject matter expert for Patient Experience, maintaining an active understanding of current trends, best practices and innovative programs related to the Patient Experience.
- Develops and sustains relationships with vendors related to Patient Experience through active communication, problem solving, and proactive review of system functionality.
- Monitors patient engagement to surveys and strategizes methods to increase response rates.
- Responsible for all data reporting regarding patient satisfaction including the development of dashboards, data presentation, tracking trends, etc.
- Reports Patient Experience information to Senior Leadership and Board.
- Communicates survey results to departmental teams and works to engage team members in process improvement.
- Develops strategies to improve patient satisfaction scores through effective communication, empathy, and responsiveness to patient needs; translates the concepts of Patient Experience into actionable behaviors.
- Proactively works to identify opportunities for improvement through collaboration with patients, providers, and staff members to obtain their perspective through a variety of methods.
- Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practice and opportunities for improvement and works collaboratively with leaders and staff.
- Works to identify disparities in Patient Experience and to design and implement improvement programs to decrease these disparities.
- Utilizes process design, problem solving, project and change management best practices to identify, design and deliver Patient Experience and service excellence initiatives.
- Develops operational standards, policies, and protocols to support overall organizational objectives.
- Works with Service Line Managers to implement Patient Experience strategies and workflows into departmental teams.
- Maintains working knowledge of clinic operations to guide innovation for improved Patient Experience.
- Uses data to identify trends and opportunities for process enhancement.
- Communicates and coordinates corporate messages and ensures implementation of policies and procedures, routinely shares information with Service Line Managers; informs COO, Clinical Directors, and appropriate department Service Line Managers on progress of change initiatives.
- Maintains and builds trusted relationships with key customers, clients, partners, and stakeholders. Promotes and communicates the philosophy, mission, and values to stakeholders, vendors, and community partners.
- Leads appropriate meetings, committees, training, work groups, etc. as needed. Serves on appointed committees/leadership teams to develop measurement standards and evaluate programs/initiatives/education and their impact on patient family experience and alignment with annual goals.
- Completes special projects as determined by COO and CEO.
- Performs duties in other departments as assigned.
- Recognizes that the completion of the above listed duties illustrates the employee's role in team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.
SIGNATURE AUTHORITY
The Director may approve the purchase of individual items up to $2,500. The COO should be consulted for equipment exceeding this threshold.
The Director of Patient Experience does not have any signature authority for contracts or service agreements.
JOB REQUIREMENTS
Minimum Education
Bachelor’s degree in health care administration, nursing, social work, patient advocacy, or related field.
Minimum Work Experience
Minimum 5 years progressive leadership experience in a healthcare setting, preferably an FQHC.
Required License
n/a
Qualifications
The ideal candidate is a patient centered care visionary who has a strong analytical and data-driven mindset that translates into leadership skills. Successful candidates must demonstrate a strong passion for and understanding of Patient satisfaction and experience with the ability to work under pressure, prioritize, and be flexible while still meeting deadlines. Successful applicants must be able to demonstrate a high degree of initiative, judgment, and discretion with the drive and initiative required to implement change at the strategic and operational levels. Candidate must have a proven track record of using energy, creativity, independence, willingness, and desire to try new approaches to improve customer service, brings fresh perspectives, an open mind and encourages innovation at all levels of the organization. Proven track record of outstanding performance in a previous complex organization. Preference will be given to the candidate with previous medical office experience.
ORGANIZATIONAL EXPECTATIONS
Professionalism
Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of practice through reading and in-services. This is especially important in the areas of insurance coverage and claims, patient flow, scheduling, assuring correct patient information, and handling patient relations. Obeys appropriate dress code as specified in Employee Handbook. Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co-workers. Serves as an ambassador of the White House Clinics in all conversations and interactions with these parties.
Service
Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in the Mission and Vision and Values of the organization. Maintains clinic standards for a clean and quiet patient environment to maintain a positive patient care experience. Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.
Compliance
Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards. Complies with organizational and regulatory policies for handling confidential patient information. Adheres to professional standards, clinic policies and procedures (OSHA, HIPAA, Standing Orders, etc.), federal, state, and local requirements, Health Resources and Services Administration (HRSA), U.S. Department of Health and Human Services (HHS), Office of the Inspector General (OIG), etc. Cooperates fully with all aspects of Corporate Compliance Plan and Standards of Conduct. Participates in all safety programs which may include assignment to an emergency response team.
ACCOUNTABILITY
Accountable to the Chief Operating Officer and responsible for keeping the COO, CEO, and Clinical Directors informed of office activities and problems that arise.
SUPERVISION EXERCISED
Facilities Departmental Manager and departmental staff; Clinic Site Coordinator staff.
TYPICAL PHYSICAL DEMANDS
This position requires sitting, some bending, stooping, and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required to lift boxes up to 50 pounds occasionally.
TYPICAL WORKING CONDITIONS
Work is performed in an office environment and involves frequent contact with staff and the public. Position may involve dealing with angry or upset people. Evening and/or weekend work is required. Work may be stressful at times.
TRAVEL REQUIREMENTS
Frequent travel between clinics; some long-distance travel for conferences, etc.
SALARY
$78,400+
WORK HOURS
40+ hours per week (exempt from wage and hour laws, irregular schedule)
EVALUATION
Evaluated annually by the Chief Operating Officer with input from providers and support staff as appropriate.
The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.
