Director, Consumer Experience

City/State

Woodbridge, VA

Overview

Work Shift

First (Days) (United States of America)

Sentara Health is seeking to hire a qualified individual to join our team as a Director, Consumer Experience.

Position Status: Full-time, Day Shift

Position Location: Sentara Northern Virginia Medical Center in Woodbridge, VA

Standard Working Hours: 8:00AM to 5:00PM (ET).

Job Summary:

Lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non-clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.). Responsible for the delivery of high quality services that meet or exceed consumer expectations. Coordinates the development and marketing of new services within these areas. Contributes to the success of the hospital through achievement of system, hospital, and center goals and objectives.

Requirements:

• Bachelor's degree in related field required.  MHA or MBA preferred.
• Experience must be from customer relations/marketing/customer service in a healthcare, hospitality or retail environment.
• Must demonstrate progressive experience in customer/patient relations management as well as experience developing and/or implementing programs and processes for the improvement of patient/customer experience.
• Statistics experience preferred.
• Experience leading patient/member experience initiatives is required. Project manager experience preferred.

Experience Intelligence Support:

Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are "pushed" for used for decision-making and action by leaders.

High-functioning skills in ethnography (people-watching, process watch).

Best Practice support and coaching:

Research and prioritization of practices. Training and development (classroom, micro learning, simulations). Accountability systems (audits, feedback models, tracking).

Required or Preferred KSAs:

Data Visualization (e.g. Excel, Tableau)

Training and Development / Teaching skills

Press Ganey (or similar measurement partner) portal expertise

Fluency in classic solutions for patient experience (e.g., Nursing Bundle, AIDET, etc.) and non-clinical personnel focused solutions

Micro-learning application competence

Process Improvement/Project Management experience preferred

Patient Experience certification preferred

Social Anthropology fundamentals (ethnography, journey flow mapping)

To encompass but not limit:

•    Patient Experience

•    Patient Relations

•    Spiritual Care

•    Language Services

•    Volunteers

Diversity and Inclusion at Sentara

Our vision is that everyone brings the strengths that come with diversity to work with them every day. When we are achieving our vision, we have team members that feel they belong and can be their authentic selves, and our workforce is reflective of the communities we serve.

We are realizing this vision through our Diversity and Inclusion strategy, which has three pillars: A diverse and talented workforce, an inclusive and supportive workplace, and outreach and engagement with our community. We have made remarkable strides in these areas over the past several years and, as our world continues to evolve, we know our work is never done.

Our strategies focus on both structural inclusion, which looks at our organizational structures, processes, and practices; as well as behavioral inclusion, which evaluates our mindsets, skillsets, and relationships. Together, thes