SYSTEM DIRECTOR - PATIENT EXPE-ADMINISTRATION at Union Health – TERRE HAUTE, Indiana

SYSTEM DIRECTOR - PATIENT EXPE-ADMINISTRATION

You belong at Union!

The System Director of Patient Experience will drive and foster a culture of patient-centered care and service excellence, while enhancing patient relations across Union Health. The leader will work directly with the executive team to assess and communicate performance as well as create awareness at all levels of the organization. This position will also be accountable for supporting and managing the organizational needs related to the patient’s experience. Using appropriate data and analytics, this leader will collaborate with leaders and stakeholders to design and implement programs and strategies that will empower and equip teams to offer excellent experience. The leader will work with the customer-experience analytics specialist to oversee the deployment of surveys, metrics, and performance standards.

Join us as we provide compassionate service and high-quality care to the Wabash Valley Communities. We are committed to helping you find a role that recognizes your interests, expertise, and talent and helping you achieve your long-term career goals and aspirations. At Union, you’ll experience an inclusive environment in which you are empowered to be your best self every day.

In addition to competitive pay, Union co-workers enjoy:

• Part-time and Full-time schedules
• Comprehensive Benefits
• Paid Time Off starting day one.
• Tuition reimbursement up to $5,250 each year.
• Career Paths
• Success Sharing
• 403b Retirement Employer Match.
• Much More!

Be part of an organization that is dedicated to your work-life balance, career, growth, and development. Union Health, U Matter and U Belong.

How can we help? Call us at 812-238-7827 or email us at recruiting@union.health

System Director-Patient Experience Details

Essential Job Duties:

• Oversight and responsibility for enhancing and continually improving the overall experience of patients and families.
• Continually evaluate and analyze existing patient experience data.
• Work with customer experience analytics specialist to develop, update, and deploy patient experience dashboards across the enterprise.
• Involve multiple stakeholders (e.g., executive team, leadership team, providers, community members and patients) to develop a plan of action for three years.
• With involvement of the organizational leadership team, service standards will be reinforced and deployed as best practices.
• Develop and implement strategies to integrate patient relations and service excellence into all aspects of training.
• Clearly define the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation.
• Work with the executive team to instill a culture of service excellence, hospitality, ownership, and results across the enterprise.
• Reinforce and communicate the shared vision for experience throughout the organization.
• Develop the framework and protocols in which all Patient Experience initiatives will be deployed across the system.
• Work jointly with the talent development to develop service, educational, and training programs relating to the patient experience.
• Strategically develop, refine, and improve performance metrics and measurement methods using standardized and customized tools.
• Utilize coaching, best practices, and collaboration to improve service excellence throughout the system.
• Ensure alignment of people, processes, and systems across the organization.
• Identify and communicate key issues impacting Patient/Family experience for Executive leadership discussion and decision making, which will include findings, barriers to success, and progress toward results.
• Serve as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions and programs regarding patient experience.
• Work with the marketing and communication team in the planning and development of all communication tools (including patient-facing scripting) to enhance relationships with existing patients, including all patient technology platforms.
• Provide direct supervision of the Patient Experience Team
• Model Union’s mission, core values, and leadership attributes through communication, behavior, and performance.
• Complete other duties as assigned.

Qualifications:

• Bachelor’s degree required, preferably in a relevant clinical area, healthcare administration, or related field.
• 5 years of clinical or administrative experience in healthcare with a focus on patient/customer experience required.
• Supervisory experience required.
• Experience with understanding, using, and applying data to improve the patient/customer experience.
• Strong problem-solving skills.
• Ability to develop and lead interactive discussions, activities, and discussions with co-workers, providers, and leaders.
• Excellent written and verbal communication skills.
• Skills in process improvement methodologies are preferred.

Please note that the salary information provided on the career site for this position opening may not necessarily reflect the accurate compensation associated with the role.
We encourage candidates to inquire further and engage in direct communication with Union Health for comprehensive salary details.

As an EOE/AA employer, Union Hospital, Inc. will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.