DIRECTOR PATIENT EXPERIENCE in Hattiesburg, Mississippi at Forrest General Hospital

Job Summary:

• Reports to the Executive Director-Operations Support. Responsible for assisting with the development and implementation of an organization-wide patient experience strategy.
• Clearly defines the optimal patient experience, including the behavioral changes necessary to achieve cultural transformation throughout the organization.
• Provides consultation, coaching, best practices, and collaboration to improve the patient experience throughout the organization.
• Responsible for multiple, concurrent patient experience initiatives with representation from across different departments, with a strong orientation towards achievement.
• Translates the concepts of service excellence, patient experience and patient relations into actionable behaviors.
• Identifies and presents key issues impacting the patient's experience for Executive leadership discussion and decision-making that includes findings, barriers to success, and progress toward goals.
• Serves as the subject-matter expert for service excellence, maintaining an active understanding of current thinking and innovative programs regarding the patient experience both locally and nationally.
• Identifies and evaluates strategies used by top performing hospitals to create and maintain success.
• Systematically spreads best practices learned from internal departments and/or external organizations related to patient satisfaction and customer service.
• Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools. Consistently measures and communicates results.
• Interacts with patients/families/customers by conducting face-to-face interviews with patients and families and utilizing feedback to improve and reinforce satisfaction.
• Direct patient complaints and billing issues to Risk Management to ensure better service to our patients.
• Assist with the development, implementation, and ongoing education for new hires and current employees
• Leads patient survey and reporting processes and educates others regarding these processes.
• Assists with the development, implementation, and evaluation of community-based programs and initiatives aligned with organizational strategic priorities and identified community needs.
• Identifies opportunities to establish and strengthen partnerships with community organizations, schools, healthcare providers, and other stakeholders.
• Develops strategies to promote sustainability, continuous improvement, and expansion of successful community programs.
• Perform other duties and special projects as assigned

Performance Expectations:

Performance expectations will be covered in the orientation to your job.

• Demonstrates the ability to analyze data from our patient satisfaction survey vendor
• Demonstrates the ability to communicate effectively with staff, managers, physicians, and executive team
• Demonstrates the ability to develop, implement, and evaluate community programs that support organizational objectives.
• Demonstrates the ability to establish and maintain effective relationships with internal and external community partners.
• Demonstrates effective project management, including program planning, implementation, performance measurement, and sustainability.
• Demonstrates comfort with a fast-changing environment – able to work under pressure and maintain a professional image

Qualifications:

Education/Skills:

• Master’s degree or equivalent in a health-related field or organizational development preferred, or Bachelor’s degree in a related field with five (5) plus years of progressive and relevant experience.
• Analytical abilities and attention to detail
• Knowledge of program evaluation and performance improvement methodologies preferred.
• Experience in community engagement, outreach, partnership development, or community-based program coordination preferred.
• Executive-level communication skills, both written and oral
• Expertise with programs such as Excel, PowerPoint, Word, Adobe

Work Experience:

• Experience in evaluating organizational development needs and creating programs to fill gaps
• Customer service training skills and experience
• Project planning and execution
• Timeline and milestone management
• Sustainability planning

Certification/Licensure-DUE UPON HIRE

• Complete CPXP certifications within two years of hire.

• None