Director of Patient Experience

The Director of Patient Experience Excellence collaborates with Vice President of Population Health along with system Vice Presidents and Patient Experience Steering Committee and organizational leaders in development of strategic direction for Patient Experience Excellence and Customer Relations programs and services.

The Director of Patient Experience Excellence also partners with the operational and clinical leadership teams to develop, refine, and execute on Patient Experience operational goals. Develop and drive performance metrics that impact patient experience. Identify and lead strategic innovation initiatives to execute world-class patient experience. Provide coaching and development.

This position oversees system-wide operations of interpreter services, including translation and contracted communication services. Strengthens the system's capabilities to deliver culturally competent language and interpretive services to diverse populations and to support and educate all partners who serve the non-English speaking individual in alignment with industry best practices and regulatory guidelines.

Additioanlly, directs all activities of the Volunteer Services Department, including recruitment, orientation, and development and implementation of new programs. Performs other duties as assigned based on business needs.

Essential Duties and Responsibilities

• Works with Vice Presidents and other organizational leaders to assist in developing and implementing comprehensive patient experience strategy. This strategy will align with system-wide goals and expectations.
• Oversees the Patient Experience Department, budgets, goals and objectives, action plans, and operations.
• Interviews, selects, provide direction and monitor the performance to the Patient Experience Team.
• Oversees the operation of the Customer Experience Specialist Program and the management of all Customer Experience Specialists - this includes;oOngoing education, training, and auditing of core competencies for these partners.oEffectiveness of program through data analysis
• Initiates/facilitates complaint and grievance process management (intake, investigation, processes, response, file maintenance, reports)
• Manages service quality/recovery accountability system allowing data retrieval and report generation by case and aggregate.
• Deploys and implements approved system-wide patient survey plan including acting as vendor website administrator, survey process management, and standard report writer.
• Maintains all CRD process functions with accurate records and timely reports.
• Participates in Quality improvement teams providing customer perspective and support of QI process.
• Supports and participates in Culture of Excellence and Patient Experience teams
• Knowledge and supports compliance with regulatory standards for customer and civil rights.
• Shares oversight and management of Patient Experience tools, including digital rounding tools with the Nursing Services Offices. Assists in best practice sharing of the tools with facilities throughout the system.
• Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments, using data and metrics to meet objectives and strategies.
• Works individually with departments to review data and establish workflow/process improvements to achieve improved results.
• Promote hospital-wide accountability in support of the patient experience through reporting mechanisms and development of action plans designed to improve the experience.
• Provide direction for clinical and administrative managers to transform disparate departments into a consistent high service, patient focused practice. Anticipate, troubleshoot and resolve obstacles or conflicts that may impede service delivery.
• Accountable for the administration, direction, coordination and control of services and resources related to Interpretive Services across the Mercyhealth organization.
• Monitor performance of contracted language services to ensure compliance, quality, and cost-effectiveness.
• Together with Volunteer Services leader, directs all activities of the Volunteer Services Department, including recruitment, orientation, and development and implementation of new programs.
• Coordinates volunteer projects with other Mercy departments and with community agencies. Serves as a liaison between Mercyhealth Administration and Auxiliary Board.
• Support the connection between employee engagement and service excellence education by working closely with Organizational Development and Human Resources.
• Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance. Benchmark with key healthcare organizations to identify emerging trends in patient service initiatives.
• Acts as a champion at all times of CMOS skills and service excellence.
• As appropriate, interacts with patients daily to ensure the effectiveness of current strategies and initiatives and to engage in proactive service recovery.
• Organizes and facilitates the successful development of a Patient and Family Advisory Council (PFAC) as assigned.

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

*Bachelors degree required related field required. Master's degree preferred
*Experience in healthcare and customer service highly desirable.
*Knowledge of current and emerging best practices for patient and family experience and service excellence preferred.

Certification and Licensure

Certification in Patient Experience is preferred.

Skills and Abilities
N/A
Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required use hands to finger, handle, or feel. The employee is frequently required to sit, feel, talk, and hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. This partner must be able to exert up to 25 pounds of force occasionally.

Level of Supervision

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; employee adherence to annual education and certification requirements

Supervises

Directly supervises leadership structure of Patient Experience Excellence, Customer Relations, Interpreter Services, and Volunteer Services as structured to meet the needs of the organization. Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.