JOB OVERVIEW

Responsibilities

• Develop and execute a comprehensive patient experience strategy aligned with the organization’s mission and values.
• Identify opportunities to enhance the patient’s journey from admission to discharge.
• Implement initiatives to improve patient satisfaction, engagement, and loyalty.
• Team Management:
• Lead, mentor, and manage a team of patient experience coordinators and customer service representatives.
• Provide guidance and support to ensure staff members deliver exceptional patient service.
• Cross-Functional Collaboration:
• Collaborate with medical and administrative departments to ensure consistent and excellent patient care.
• Establish communication channels to gather feedback from patients, families, and staff, and use this information to drive improvements.
• Data Analysis and Reporting:
• Collect and analyze patient feedback and satisfaction data.
• Generate regular reports and insights for senior management, identifying trends and areas for improvement.

Skills required:

• Proven experience in a patient experience or customer service leadership role within a healthcare setting.
• Strong understanding of patient-centered care principles and customer service best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Expertise in troubleshooting application, network, and security problems.
• Essential:
• Quality management experience
• Knowledge of guidelines, healthcare standards, and regulations
• Experience with clinical outcomes, safety, and patient experience data

Preferred:

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field
• Certified Professional in Healthcare Quality (CPHQ) or Certified Professional in-Patient Safety (CPPS), master’s degree and/or other evidence of advanced commitment to profession.