Market Director , Experience of Care - Virginia and South Carolina Markets

Director, Experience Of Care | Richmond, VA Market

The Experience of Care Director leads market-based team focused on driving experience of care system strategies, tactics, and behaviors to achieve experience of care excellence as noted by achieving experience of care KPI targets.

Essential Job Functions

• Deploys system experience of care strategies, tactics, and behaviors in their market
• Provides experience of care support across departments and disciplines
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
• Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
• Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
• Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Collaborates with system experience of care colleagues on best practices

Licensing/Certification

None

Education

Bachelors Degree, healthcare, nursing or related field required

Masters, healthcare, nursing or related field preferred

Work Experience

7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required

Working Conditions -

Long-distance or air travel as needed- not to exceed 10% travel.

General office environment.

* Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.

Skills

Plan and lead change (change management)

Ability to assess deviation from best practices and effectively apply solutions

Problem/conflict resolution

Customer service champion

Data trending and analysis

Bon Secours is an equal opportunity employer.

As a Bon Secours associate, you're part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts
• Paid time off, parental and FMLA leave, shot- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.