Director of Patient Experience

Job Summary:

The Patient Experience Director is responsible for developing, monitoring, and modifying the overall organizational approach to the Patient Experience. The Patient Experience Director will have a leadership role in the planning, implementation, and evaluation of Patient Experience strategies designed to improve the overall experience of care. The Patient Experience Director will be responsible for developing and establishing processes for achieving desired outcomes and metrics, including those required by payers and regulatory bodies, as well as communicating the vision of WCHC and translating it into meaningful and clear goals for staff enabling them to see the impact of their contribution on long- and short-term goals.

Primary Responsibility of the Position:

• Analyze, review, develop and implement strategic and operational plans for the patient’s experience. Creating a streamlined process that will enhance the overall Patient Experience and drive future growth.
• Perform/support root cause analysis, and successfully mitigate operational risk in advance, to minimize or eliminate negative impact and improve Patient Experience.
• Research patient service needs, expectations, and concerns and incorporating expertise from within and from outside the field of health care and the Federally Qualified Health Center world.
• Work closely with internal stakeholders to ensure integration of Patient Experience at all levels of the organization. Integrating customer service within all areas of the Health Center.
• Provide consultative advice to departmental leaders and colleagues based on research, direct patient interaction/observation and knowledge base.
• Work directly with Human Resources and the Training Department to develop and/or select Patient Experience/service excellence education, training, and reinforcement programs for clinical and non-clinical staff.
• Directly engage with patients to ensure an optimal Patient Experience, and that all health center policies and standards are being adhered to/met.
• Monitors and analyzes ongoing performance and productivity and implements necessary corrective plans when and where necessary.
• Ensures that the Grievance Program is in compliance and meets all requirements.
• Other duties as assigned.

Education and Experience:

• Bachelor’s degree in business administration/health care administration/hospitality management/marketing or another related field required.
• 5-8 years of relevant experience, a master’s degree may substitute for 2 years of work experience.
• Excellent engagement skills with the ability to motivate others.
• Prior experience in hospitality/customer service training or supervision a plus.
• Thorough understanding of quality management standards and methodologies.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Job Type: Full-time

Pay: $100,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person