Director, Patient Experience

This position serves as the architect of an Iredell Memorial patient experience that supports and creates a masterfully orchestrated, personally meaningful, highly customized, patient‑and family‑directed experience in a healing environment. Serve as a catalyst for a Patient and Family Centered culture at Iredell Memorial while supporting the organization’s values (Care for Patients, Care for Each Other, and Care for the Community). Utilize healthcare industry evidence‑based practices and world‑class service benchmarks to achieve improved patient and family perception of care with at least 90% of areas tracking towards goal. Harvest best practices while supporting Iredell Memorial leaders and share the practices with other organizations across Iredell Memorial. Must be able to analyze and interpret patient feedback data, create a patient perception of care report using the patient feedback data, and serve as the architect for developing and implementing evidence‑based strategies that drive results aligned with strategic goals. Job Specific Standards Build relationships and communicate effectively across a wide continuum of healthcare professionals (nursing, physician, middle manager, executive level, and front‑line staff). Accountable for successful patient perception of care results and strong relationships with operational leaders. Facilitate the execution of initiatives: creating a top decile patient experience and building accountability systems, along with organizational development and staff education; operationalize service behaviors. Equip senior leadership with information, tools, and evidence‑based practices to build a sustainable culture focused on patient and family‑centered care. Ensure operational implementation and understanding of evidence‑based practice by setting clear expectations for success. Lead, facilitate, and navigate project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience. Build strong relationships with operational leaders through professional, high‑quality communication and support. Lead cross‑functional teams and influence peers and staff who do not formally report to the position, effectively driving change across the continuum of care. Contribute to the Iredell Memorial Experience by providing intellectual capital and building best practices. Identify opportunities to improve the patient experience and bring innovative, evidence‑based practices from other healthcare organizations and/or industries. Challenge the status quo and traditional approaches in a collaborative, effective manner—balancing working relationships with a commitment to a “patient and family‑first” philosophy. Support the connection between employee engagement and the patient experience. Maintain efficient and effective communication between the Office of Patient Experience, patient advocate, pastoral care, and human resources. Collaborate with education to design and implement training related to the patient experience; develop professional presentations and conduct training sessions for operational leaders and staff. Oversee the volunteer program, including recruitment, retention, and onboarding of volunteers; work with volunteer leadership to manage fundraising and donations. Manage the system Patient Family Advisory Council. Facilitate effective listening and learning methodologies through approaches such as patient advisory boards; serve as the liaison between patient advisors, physicians, and senior leadership. Proficient with a high skill level in Microsoft Office programs (Excel, Word, PowerPoint). Reports To: Vice President of Medical Affairs. Requirements Bachelor’s degree (Master’s preferred). Five to seven years of healthcare, hospitality, or customer service background, preferably with operational leadership and supervisory experience; consulting experience (internal or independent) preferred. Strong written and oral communication skills and ability to facilitate groups. Ability to analyze work processes for potential performance improvements. Ability to structure a patient experience approach strategically for a campus or health system. Ability to work independently, manage workload, provide reliable follow‑through, and meet timelines and deadlines. Ability to build strong relationships at all levels of an organization and excellent customer service skills. Ability to develop a full understanding of best practices and tools and communicate them effectively to drive results. Moderate to advanced skills in Microsoft Office (Excel and PowerPoint); excellent organizational skills. Passionate about customer relations and patient/family‑centered care. Ability to analyze and perform statistical functions. One‑year experience preferred in leading cross‑functional teams or training in process improvement tools. #J-18808-Ljbffr