DIRECTOR PATIENT EXPERIENCE, NURSING ADMINISTRATION

Description


WHAT IT'S LIKE AT SGMC HEALTH


Purpose . No matter your role or area that you work in, at SGMC Health we are collectively working towards goals that will make our community a better place.


Excellence . We strive to do the right thing the right way, are accountable in all we do, require competence of our people, and are compassionate in our service.


Team Spirit. We encourage team effort, support personal and professional development, acknowledge individual talents and skills, and support innovation and empowerment.


Award Winning Performance. We are committed to providing the best care possible and we are proud to be recognized locally, statewide, and nationally for the exceptional care that our staff provides.

WHY YOU WILL LOVE SGMC HEALTH


SGMC has great benefit options, depending on the role that you are going into- including healthcare, supplementary benefits, ways to save for the future, opportunities for career advancement, and opportunities to expand your skill set. Some of these great benefit options are listed below:

• Low Healthcare Insurance Premiums
• 401(k) with employer match
• Paid Time Off (PTO)
• Employee discounts
• Company paid life insurance
• Short-Term and Long-Term Disability
• Cancer Insurance
• Accident Insurance
• Pet Insurance
• Tuition Reimbursement
• On-the-job training and skills development
• Opportunities for growth and advancement
• Employee Assistance Program

JOB LOCATION : Main Campus


DEPARTMENT: NURSING ADMINISTRATION

SCHEDULE: Full Time, 8 HR Day Shift, 8

POSITION SUMMARY


The Director of Patient Experience is responsible for developing, implementing, and sustaining system-wide strategies aligned with the organization's mission and goals that enhances the overall patient and family experience across the organization. This role collaborates with executive leadership, clinical teams, and support departments to promote a culture of service excellence, patient-centered care, staff engagement to drive patient experience initiatives. The Director will lead initiatives to improve patient satisfaction scores and performance related to the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) domains, reduce patient complaints and grievances, and sustain service excellence programs.


EDUCATION

• Bachelor's degree in Healthcare Administration, Nursing, Business, or related field required.

EXPERIENCE

• Five (5) years of leadership experience in healthcare, patient experience, quality improvement, or service excellence required.
• Experience with patient satisfaction analytics and improvement initiatives.
• Experience leading cross-departmental change initiatives.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong leadership and change management skills.
• Data analysis and performance improvement expertise.
• Exceptional communication and interpersonal skills.
• Conflict resolution and service recovery expertise.
• Knowledge of healthcare regulatory and accreditation standards.

WORKING CONDITIONS - ADA INFORMATION
Works primarily in hospital setting, primarily daytime hours with flexibility required for meeting schedules, rounds, travel, etc. and relief of shift house supervision coverage. Moderate amount of time in office setting or meetings with extended periods of sitting, alternating with moderate amounts of time in patient care areas. Frequent walking, standing, and sitting. Lifting is occasionally in excess of 50 lbs. May occasionally require long, irregular or flexible work hours. Likely to be exposed to blood/body fluids, including infectious diseases. Considerable mental effort to assess, plan and make or recommend decisions in complex environment.


SEE WHAT ALL OF THE HYPE IS ABOUT