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This position is incentive eligible.Introduction
Managers thrive with us! HCA Healthcare is one of the nation’s leading providers of healthcare services, comprising of over 180 hospitals and about 2,000 sites of Care in 21 states and the United Kingdom. We are looking for a(an) Division Director of Patient Experience for our HCA Healthcare team where excellence creates excellence.
BenefitsHCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
HCA Healthcare has expanded our influence across the healthcare industry by investing $3.5 billion in capital improvements in recent years. Do you want to be an influencer in healthcare? Apply for our Division Director of Patient Experience role today!
Job Summary and QualificationsThe Division VP of Care Experience develops a division strategic plan for advancing employee and patient experience that aligns with the enterprise framework. Provides feedback to corporate shared service on division-based needs (e.g., specific training modules). Responsible for the implementation and sustainability of patient satisfaction initiatives to improve patient experience across the division in alignment with the strategic and operational objectives of the division and the Chief Patient Experience Officer. Utilize evidenced based practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Standards of Behavior, Peer Interviewing, etc. Coordinate or provide directly, training classes or other programs to ensure new and existing staff have proper tools and preparation to perform daily tasks and duties. Engage with individual facilities to identify unique concerns and assist with development of action plans, and shape corporate strategy by providing data-driven feedback on needed interventions or workshops.
Responsibilities:
- You will be responsible for organizational wide direction, development and implementation of service excellence programs and initiatives.
- You will develop and implement educational programs for employees, medical staff and board members on patient perception of Care.
- You will support hospital initiatives in meeting core measures, patient safety and service excellence goals.
- You will continuously evaluate work process and design, understand role in ensuring quality/performance improvement, productivity, and service delivery to meet stakeholder needs.
- Masters Degree in healthcare related field, organizational development, or business hospitality
- 10 -12 years of progressive experience in management as well as coaching/facilitation for large organizations in the area of customer service
- 2-3 years previous hospital clinical experience; nursing experience preferred
- Thorough understanding of HCAHPS, CMS and patient satisfaction surveys
- Strong communication and team building skills
- Critical thinking, service excellence and good interpersonal communication skills, ability to read/comprehend written instructions, ability to follow verbal instructions, PC skills
HCA West Florida is a network of hospitals, surgery centers, physician practices, medical education and training programs. We have a complete continuum of specialized health services that meet the healthcare needs of residents and businesses. In 2020, HCA West Florida had more than 1.5 million patient encounters. We provided an economic impact of more than $2.4 billion. With its founding in 1968, HCA Healthcare created a new model for healthcare in the United States. HCA Healthcare has used combined resources to enhance hospitals, deliver patient-focused care and improve the practice of medicine.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
If you're looking for a leadership opportunity that provides both personal satisfaction and professional growth, apply to join HCA Healthcare as a(an) Division Director of Patient Experience. Unlock your leadership potential with HCA Healthcare.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
