Job Description
We are an independent, non-profit healthcare organization dedicated to providing exceptional comprehensive care. Our system comprises two hospitals and an alliance of over 700 physicians, along with various medical facilities across Southwest Florida, all recognized for delivering high-quality healthcare.
As we evolve into an Advanced Community Healthcare System™, we proudly offer enhanced care and Centers of Excellence, Graduate Medical Education and fellowships, endowed chairs, research opportunities, and collaborations with leading healthcare partners.
Join us in our mission to help everyone live longer, happier, and healthier lives. We are committed to care and believe there's always more to offer for both our team and the communities we serve.
Job Summary
The Director of Patient Experience will lead the transformation of our consumer experience, fostering a patient- and family-centered culture. This role involves collaboration with all departments to assess and fulfill our commitment to excellence in patient care.
Reporting to the VP of Quality, Safety & Patient Experience, you will spearhead initiatives to educate staff on the importance of Patient Experience and relevant training programs. You will also oversee various operational workstreams and programs designed to enhance the patient experience, including collaboration with external vendors, Interpreter Services, the Patient and Family Advisory Council (PFAC), and the Trust Program.
Essential Duties and Responsibilities
Lead and coordinate efforts within assigned areas to improve overall patient experience.
Guide a dedicated Patient Experience team, fostering excellence through a systems-based approach.
Serve as a subject matter expert on best practices related to service, patient engagement, and meeting the needs of diverse populations.
Collaborate with the Director of Analytics and Quality to implement the patient experience strategy in alignment with senior leadership.
Design and support organization-wide strategies for consumer experience and employee engagement, participating in the Patient and Family Experience Value-Added Team (VAT) and planning annual staff events.
Develop and evaluate strategic work plans that enhance patient experience and safety.
Analyze HCAHPS and Patient Satisfaction Surveys, sharing insights with clinical and non-clinical managers to drive continuous improvement.
Provide guidance on patient and family communications in collaboration with marketing.
Facilitate training sessions during New Employee Orientation and New Leader Orientation on managing in a culturally diverse environment.
Work with Government Relations Leadership to organize hospital tours for state representatives and government officials.
Partner with Human Resources to lead the Trust Program.
Education, Experience, and Qualifications
Bachelor's degree in a healthcare-related field is required; a Master's degree is preferred.
A minimum of 4 years of proven experience in enhancing patient experience within a healthcare system is required; management-level experience is preferred. An RN background is a plus.
Knowledge of patient experience theories and practices, along with experience in patient/customer relations.
Understanding of regulatory requirements related to healthcare.
Proficiency in Microsoft Word, Excel, Outlook, and Windows.
Employment Type: Full-Time
Salary: $ 145,000.00 Per Year
Job Tags
Full time,