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The best thing about this role

Are you looking to make a difference by improving the health of our patients? Here you will find an innovative culture that is patient-focused and dedicated to making a difference. We are committed to helping the population we serve, and our communities, achieve optimum health and enjoy the best quality of life possible.

What you'll do

The Director, Patient Experience has multi-site system responsibility for developing, leading, monitoring, and modifying the overall organizational approach toward improving the patient experience for our patients, engaging our practitioners and staff, and promoting a culture of service excellence and engagement throughout the organization. This position will lead teams to design, develop, and oversee the implementation of organizational strategic initiatives for experience, satisfaction and alignment of all experience data to review, enhance, and direct service initiatives, as well as build and entrench a robust service culture. The Director, Patient Experience will work directly with nurse, physician, and administrative leaders to assess and communicate performance, and to create change at all levels of the organization. This position is further tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors. Reporting to the Chief Quality Officer, the Director will be accountable for setting unprecedented and consistent standards across Bassett Healthcare Network.

Essential Job Functions

+ Lead, develop and manage the patient experience department toward an overall organizational/network approach in improving the patient experience

+ Develop an overarching integrated patient experience strategy across the network that is aligned to organizational goals and objectives.

+ Create and lead a dedicated, high-performing team consisting of direct reports and their teams in being responsible for developing and executing experience strategies to support business-specific and enterprise objectives.

+ Responsible for engaging, influencing, and energizing leaders for accountability embodying behaviors and expectations to create a superior patient and family experience.

+ Responsible for department budget and where appropriate, institutes corrective actions, including reallocating resources, reprioritizing, and/or recommending modifications to established plans.

+ Lead the strategic development and organizational engagement of reporting, dashboards and scorecards for experience KPIs.

+ Lead the analytic strategy for internal and external patient experience metrics and other performance analytics to track and monitor performance trends, identify opportunities for

+ improvement, and develop and implement recommended action plans to improve patient experience.

+ Strategically develop, refine and improve performance metrics and measurement methods using standardized and customized tools and consistently measures results

+ Identify and prepare reports that outline key efforts impacting the Patient/Family experience for

+ Board and Executive leadership discussion and decision making which will include findings, barriers to success and progress toward results

+ Monitor national CAHPS and patient experience trends and federal requirements

+ Collaborate with safety and quality leaders to enhance patient safety and quality strategic imperatives.

+ Negotiate with vendors regarding the patient experience measurement process & is the primary contract owner for patient satisfaction survey tools

+ Clearly define with input of patients and families the optimal healthcare experience, including the systems and behavioral changes necessary to achieve cultural transformation throughout the entire organization.

+ Develop best practices, innovations, and tools to assist leaders and their teams to improve our patient experience.

+ Design operational change management, measurement and communication strategies using proven practices

+ Utilize coaching, best practices, service design and collaboration to improve service excellence throughout the system.

+ Work to ensure alignment of people, processes, systems and rewards across Bassett Healthcare

+ Serve as the subject matter expert for service excellence and patient experience, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient experience both locally, nationally, and internationally

+ Organizes and participates in the development of innovative initiatives and services that address specific aspects of the patient experience to drive positive patient experience outcomes.

+ Oversee the daily operations of Patient Experience Team, meeting the supervision, mentorship, and coaching requirements.

+ Provides internal coaching and consulting to hospital leadership and frontline staff in order to drive patient experience improvement/goals. Regularly observes workflow of front line staff and provides recommendations for improvement when appropriate. Must be comfortable with coaching in the moment when appropriate.

+ Rounds on and engages patients and families directly to improve the patient experience and respond to service failures.

+ Assists in implementation and maintenance of patient experience efforts in the hospital, Ambulatory practices and ED.

+ Organizes and participates in patient experience team meetings, PFACs, grievance and other action committees to provide support, feedback and guidance.

+ Must be comfortable to engage in crucial conversations, manage expectations and action plan in high intensity moments, and provide empathy and compassion in accordance with Bassett Healthcare Networks values; able to resolve escalated consumer issues quickly, effectively, and diplomatically.

+ Spearheads celebratory functions and kudos to honor the wins of Bassett Healthcare Network’s Patient Experience team members.

+ All other duties as assigned.

What we need from you

Education:

+ Required: 4 year/Bachelor's Degree

+ Required: Other Advanced degree - Business, Psychology, Organization Development, Public Health, Health Administration or related field or completed in 3 years

Experience:

+ Required: 10 years of progressive responsibility in related field

+ Required: 10 years of leadership/supervisory

+ Required:3 years in Healthcare/health system setting

Licensure/Certifications:

+ Required: Patient Experience Certification through industry leader (Beryl Institute or other) or within 24 months of hire date

Skills:

+ Leadership

+ Strategic Thinking

+ Interacting with People

+ Budgeting

+ Analysis & Evaluation

+ Team Building

+ Training

+ Organizing/Categorizing records

+ Data Management

+ Build Relationships

+ Communication

+ Computer Skills

Physical Requirements:

+ Sedentary Work - Exerting up to 10 lbs of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking or standing are required only occasionally, and all other sedentary criteria are met.

+ Occasional balancing, climbing, crouching, grasping, lifting, reaching, repetitive motion, standing, visual acuity (color, depth, perception)

+ Frequent walking

+ Constant typing/clerical/dexterity, hearing, seeing/monitor/computer use, and talking

Travel:

+ Occasional Travel - The job may require travel from time- to-time, but not on a regular basis.

Total Rewards

Bassett Healthcare Network’s commitment to our employees includes benefit programs carefully designed with the needs and values of all our employees in mind. Many of the benefits we offer are paid fully or in large part by Bassett. Our generous benefits offerings include:

+ Paid time off, including company holidays, vacation, and sick time

+ Medical, dental and vision insurance

+ Life insurance and disability protection

+ Retirement benefits including an employer match

+ And more!

Specific benefit offerings may vary by location and/or position.

Pay Range

Salary is based on a variety of factors, including, but not limited to, qualifications, experience, education, licenses, specialty, training, and fair market evaluation based on industry standards. The above compensation range represents a good faith belief of the compensation range by Bassett Healthcare Network, and its entities and affiliates, at the time of this posting or advertisement.

Pay Range Minimum:

USD $122,968.72/Yr.

Pay Range Maximum:

USD $184,453.08/Yr.

We love the difference people bring

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex (including pregnancy, childbirth, or related condition), age, national origin or ancestry, citizenship, disability, marital status, sexual orientation, gender identity or expression (including transgender status), genetic predisposition or carrier status, military or veteran status, familial status, status as a victim of domestic violence, or any other status protected by law.