Director of Patient Experience

Location:
US-VA-Virginia-Virtual

Pay Rate:
Salary - Salary Plan, 80,000.00 USD Annual

Work Shift:

Job Description

Responsibilities

Serve as a liaison between the healthcare facility and the environmental services department to deliver an excellent patient experience every time. Manage and maintain the HCAHPS program in the facility. Together with the EVS team, you will deliver a safe, clean, and comfortable environment where patients can heal.

Important to note: this is an in-person role in Richmond, VA.

Responsibilities

• Collaborate with department, facility, and company leadership to achieve goals
• Provide leadership that supports a team environment that fosters morale, passion, quality, and respect
• Demonstrate continuous ability to maintain and/or improve customer and patient satisfaction through communication, integrity, and performance
• Deliver team member training and development to support an excellent patient experience
• Round on patients to assess satisfaction and manage service expectations
• Perform inspections and assessments and coach team members to improve service
• Work with EVS leadership to perform service recovery when hiccups in service and satisfaction occur
• Communicate with EVS leadership daily to monitor and support satisfaction

Skills

• Interpersonal Skills: Ability to interact with individuals at all levels of the organization
• Communication: Effective written, spoken, and non-verbal communication as well as presentation skills
• Customer Service: Service-oriented mentality with a focus on exceeding expectations
• Professionalism: Maintain a positive and professional demeanor
• Decision Making: Ability to quickly make sound decisions and judgments
• Proactivity: Self-motivated with the ability to effectively prioritize projects and needs
• Team Player: Willingness to collaborate and provide support where needed to achieve outcomes
• Business Ethics: Demonstrate integrity, respect, and discretion in all business dealings
• Organization: Attention to detail and ability to effectively manage tasks in a fast-paced environment

Requirements

• College degree or equivalent work experience
• 2+ years in customer service, patient satisfaction, or guest services role
• Computer skills including word processing, spreadsheets, email, and ordering platforms
• Must be willing to relocate for promotion opportunities

Not Required But a Big Plus

• Experience working in a hospital environment
• Knowledge of patient satisfaction metrics and regulatory standards
• Proficiency in languages other than English, especially Spanish

What We Offer

• Paid time off (vacation and sick)
• Medical, dental, and vision insurance
• 401(k) with employer match
• Employee Assistance Program (EAP)
• Career development and ongoing training

Important to Know

• Many healthcare facilities require employees to be fully vaccinated against COVID-19 or have an approved exemption in place.
• Veterans and candidates with military experience are encouraged to apply.
• HHS is an Equal Employment Opportunity Employer committed to workplace diversity and inclusion.

Who is HHS

HHS is a private, family-owned business dedicated to caring for its team members and providing honest, quality-driven customer service. Founded in 1975 as Hospital Housekeeping Systems, today HHS provides services including housekeeping, food, and facility management to nearly 1,000 customers across six industries.

We are growing rapidly and seeking motivated leaders to join us for the next stage of our journey. We support and encourage growth from within and believe that we have countless future leaders in our organization who are waiting for their next opportunity. Our Diversity, Equity, and Inclusion (DEI) Team supports a work environment where individuals of all backgrounds are heard, respected, and encouraged to grow.