Director, Patient Experience

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Job Summary:

The Director of Patient Experience is the WellStar Health System champion dedicated to creating a world-class culture of excellence in patient experience. This position reports to the Vice President and Chief Nursing Officer.
The Director of Patient Experience oversees planning and execution of hospital-wide patient experience and service excellence programs. He/she ensures collaboration and coordination of the following efforts for the campus:
Inpatient Satisfaction
Outpatient Satisfaction (including oversight of 30+ HODs)
Emergency Department Satisfaction
Ambulatory Surgery Satisfaction
This leader will work collaboratively with physicians, nursing staff, and ancillary/support staff on improving the patient experience.
This individual partner's and/or collaborates with leaders regarding quality of discharge calls provided by team members and the discharge call center.
This leader works closely with the medical staff to ensure a thorough understanding and commitment to continuous improvement in the patient experience. In this position, the Director collaborates with hospital leadership on a strategic vision of service excellence that will be cascaded down to all staff members; communicates progress on service excellence initiatives to key team members, including executives, department, and key Committees. In addition, he/she leads service excellence councils and committees; oversees a data driven program collecting, tracking, and analyzing patient experience trends for optimizing service outcomes.
The Director of Patient Experience coaches Hospital employees to maximize the use of customer service tools and programs for an enhanced patient experience. Maintains all budgetary and human resource activities for the department. Ensures compliance to regulatory requirements for responses to patients' grievances.
In addition to responsibility for patient experience, this leader will:
Supervise a team of customer service representatives located throughout the hospital
Lead the customer relations team and provide oversight to the formal patient grievance process
Provide support to the hospital auxiliary and volunteers

Core Responsibilities and Essential Functions:

Patient Experience - Leads Cobb Hospital's patient experience efforts to achieve system targeted goals and objectives.
* Leads the Patient Experience Councils in the development of patient experience service initiatives and the implementation and establishment of Hospital-wide patient satisfaction programs.
* Ensures the integration and alignment of patient experience strategies with teams across the hospital.
* In collaboration with hospital leadership, leads hospital-wide cultural transformation with patient experience at the center to ensure all touch points meet and exceed patients needs.
* Researches, develops, and oversees the implementation of strategic plans, policies, and standards that promote the patient/customer experience.
* Responsible for oversight of Press Ganey patient satisfaction database, including patient survey questions, related annual budgeting, and running of reports as needed.
* Provides guidance regarding patient experience data collection, tracking, distribution, and communication.
* Drives analytics to measure patient experience strategic goals.
* Identifies areas for improvement, using Press Ganey and HCAHPS patient experience data on an ongoing basis.
* Leads in the development and implementation of strategies to close identified service gaps. j. Focuses the hospital on reforming management and employee behavior and retooling operational processes to better align them with patient needs.
* Leads efforts to hardwire management and employee practices to ensure exceptional service.
* Create, deploy and monitor innovative improvement techniques. (i.e. d/c phone calls, rounding, secret shoppers, service recovery, etc.).
* Serves as liaison with corporate leaders and patient experience staff.

Customer Service Representatives Provides leadership to the Customer Service Representative (CSR) team along with the Manager.
* Provides leadership, along with the Manager, to the CSR team located in the Emergency Department, Surgical Services, CVOR and wherever may be defined in the future.
* Provides all coaching and human resources oversi