Director, Patient Experience-Hospital Division

The Director, Patient Experience - Hospital Division implements and leads hospital-wide patient experience innovations, trains and influences leaders and employees with patient experience strategies, and conducts improvement initiatives. The role analyzes both qualitative and quantitative patient feedback data to determine top priorities for improving the patient experience. The role partners with all hospital operational and Norton Healthcare system owners to identify, develop and deliver projects and tactics which align with business objectives. This position is a key leader in the hospital operations leadership team and continually seeks to improve the experience for patients, families and guests. The Director, Patient Experience may also lead a team of employees who support the hospital experience through direct interaction with patients, guests and families through welcome/information desks, patient rounding, or similar areas.

Key Accountabilities:

• Relationship builder. Partners and works collaboratively with leaders, employees and providers to navigate complex problems. Is able to have difficult conversations. Engages with the division hospital team improvement work plan, contributes as a project lead, and shares successes and failures. Collaborates with hospital operations teams in all departments, as well as system support services to influence the facility experience. Partners with Medical Group and contracted providers for provider opportunities. Provides analytic evaluation to various teams and matrices to support decisions.
• Innovator. Is passionate about improving. Researches, conceives, and contributes innovative ideas. Observes real-time hospital processes and experiences for improvement recommendations. Presents problems, solutions, and recommendations for change. Determines where to focus efforts based on patient feedback (voice of customer) and where to decline efforts that will have minimal impact. Comfortable learning new tools for process improvement. Implements operational tactics onsite, and analyzes data for results.
• Leader. Pushes to reach goals when faced with adversity or a changing landscape in healthcare. Leads the hospital patient feedback suite including surveys (regulatory and non-regulatory), patient rounding and accreditation compliance to grievances. Program manages hospital specific patient experience programs, and/or associated vendors. Manages competing priorities and expectations from a 24/7 operation. Develops patient experience annual plan for the hospital and works with system teams for annual goals development and tracking. Manages a team of employees who support the hospital experience through direct interaction with patients, guests and families.
• Coach. Subject matter expert for hospital patient surveys, data, comments, associated analytic tools as well as the in-house patient feedback tool. Trains leaders and employees on patient experience best practices, including department-specific knowledge. Comfortable speaking in front of small to large groups of leaders and/or employees to solicit thoughtful discussion on behaviors and tactics for providing the Norton Experience. Excellent communication skills.

Required:

• Three years of experience in any of the areas, or similar:
  • Patient Experience
  • Quality Assurance
  • Process Improvement
  • Consulting
  • Healthcare Leadership/Operations
  • Business Leadership/Operations
• Bachelor Degree