DIRECTOR OF PATIENT EXPERIENCE

Job Description

Job Description

POSITION SUMMARY

The Director of Patient Experience will develop and implement a comprehensive program designed to enhance the patient experience at all levels throughout Christ Community Health Services. The ideal candidate will have excellent leadership, communication, and customer service skills, a passion for cross-functional collaboration and process improvement and be driven to make an impact in the overall patient experience in a large faith-based primary care and dental federally qualified health center with multiple sites.

KEY RESPONSIBILITIES

Collaborate to Foster a Patient Experience- Centered Environment

• Collaborate with leadership to ensure all initiatives align with organizational mission and vision.
• Engage those in management and front-line roles to continually strive for leading-edge patient experience.
• Document and communicate throughout the organization the shared vision for putting patients first.
• Research consumer needs, expectations, and concerns while incorporating expertise from outside of healthcare; Investigate, evaluate and implement best practice information from a variety of external sources.
• Identify and assess potential products to track, monitor and identify opportunities for patient satisfaction improvement.
• Partner with physicians and physician leadership to build and sustain their involvement in implementing change.
• Maintain effective inter-departmental communication and cooperation; vital partnerships include:
• Closely collaborate with the Compliance Department to review potential risks and legal implications towards the organization.
• Work with HR to ensure patient experience and recognition programs align with employee engagement strategy, as well as ongoing alignment with colleague onboarding and training, standard-setting, and performance assessment of patient-facing roles.
• Work with Marketing and Communications to distribute important patient experience messaging to audiences both broad and targeted.
• Work with IT to ensure seamless data collection for assessment of current state and future opportunities.

Lead Patient Satisfaction Survey, Assessment and Performance Improvement

• Own, manage, and refine the patient satisfaction survey initiative across the organization to ensure a consistent effort to collect feedback from all patients
• Develop dashboards/reporting systems needed to support measurement and KPIs.
• Routinely assess survey feedback to identify opportunities, establish baseline measurements, and collaborate with leadership to improve satisfaction scores
• Lead Patient Experience cross functional quality team to ensure efforts to improve the patient experience throughout the organization are effective

Lead Patient Complaint Process

• Monitor negative online patient complaints received through various sources, including, but not limited to, the internal patient complaints system, to ensure effective and timely follow up and resolution.
• Lead the facilitation of resolution of complaints across the entire organization, working directly with all departments to identify root causes of negative feedback and the best approach for patient service improvements; raise issues related to clinical quality to Provider leadership; refer issues with potential legal consequences to Compliance and risk management for follow-up.
• Develop and present summary reports/dashboards regarding patient complaints to leadership and the Board of Directors.

Develop and Implement Ongoing Training

• Develop and implement patient experience training as part of the orientation and onboarding process on how to ensure a positive patient experience and quality level of customer service
• Work with leadership to update and provide additional targeted training as needed
• Work closely with operational leads on training and implementation of best practice customer service approaches across our clinics and support operations.

Ideal Attributes

• Strong analytical and reasoning skills. Ability to assess survey data and develop patient experience initiatives. Assess trends within the organization and individual sites for areas of improvements for enhanced patient experience.
• Ability to prioritize. Manages and prioritizes multiple tasks and projects within designated time frames.
• Excellent communicator . Demonstrates excellent verbal, written and interpersonal communication skills. Ability to prepare and present reports for all levels of management.
• Effective trainer . Develop clear, effective training materials to use for educating staff on customer service needs, approaches, and best practices.
• Relationship-focused. Develops and maintains effective relationships with all levels of the support center and care centers.
• Proactive. Exercises initiative, judgment, discretion, and decision-making to achieve organizational goals.

JOBS THIS POSITION DIRECTLY SUPERVISES

None

POSITION REQUIREMENTS

Education :

• Bachelor’s degree required in health services administration, social services, nursing or related field. Master’s degree preferred. Bachelor’s degree required; Master’s degree preferred (Health Informatics, Health Administration, Business, or related field).

Experience :

• Minimum of 4 years of experience in a health care environment required; experience with patient experience preferred.
• Knowledge of and use Microsoft Office Products; experience with remote applications such as zoom and Microsoft teams.

Licenses or Certifications :

• Nursing License preferred, not required.

Travel:

• Ability to travel to multiple CCHS health clinic locations within Shelby County and Madison County as required.

Mental Requirements

Level 1 – Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed automatically.

Level 2 – Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.

X

Level 3 – Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical Requirements

Activity

Approximate % of Time

Comments

Sitting

50

At phone/desk/computer a great deal of time

Standing

20

Talking with patients, staff, volunteers and providers

Walking

30

Walking to execute job responsibilities at sites for multiple hours at a time

100%

Approximate percentage of time spent lifting, pulling and/or pushing: 25%

Maximum number of pounds required (with or without assistance): 30 lbs.

Working Conditions

Typical office environment on day-to-day basis; regular exposure patients or family members that may be emotionally unstable; exposure to patients with infectious disease or contagious illness.

Approximate percentage of time incumbent spends in “on-the-job” travel, excluding commuting to regular work location: Between 10-25%, depending on specific work assignment.