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Job Summary:

The Director, Patient Experience works with health system leadership to create a patient-centered culture, resulting in Mary Washington Healthcare (MWHC) being recognized among the nation’s leaders in providing outstanding health experiences for our customers. The position is responsible for the leadership, design and implementation of initiatives to foster outstanding service. This position works to identify areas for improvement and is accountable for supporting efforts that enhance performance in these areas. This position is also responsible for the oversight of the patient and guest relations program for MWHC and serves as the subject matter expert for service related activities at the organization. The Director, Patient Experience ensures timely and complete responses (that adhere to applicable regulations) to patient complaints through the supervision of the Patient Relations Coordinators. The Director, Patient Experience demonstrates a commitment of quality service to our patients and their families, the community, our physicians, and our Associates.

Essential Functions & Responsibilities: 

Develops a system-wide plan to establish objectives for patient and guest relations at MWHC. Develops and implements policies and procedures to ensure the continuous, efficient operation and utilization of resources surrounding objectives. Anticipates issues and formulates plans to address situations and measure goal attainment.Oversees the development and implementation of strategic initiatives to create a Service Excellence Culture that supports the attainment of MWHC's organizational goals. Reviews and revises plans to achieve these organizational goals; makes changes as necessary. Communicates the results of these strategies to senior leaders and develops recommendations for improvement.Serves as the organization’s primary resource in matters relating to service standards and compliance.Provides direction for the bench-marking and research required to ensure the service excellence success of the various MWHC businesses and departments, and maintains a network of service-focused contacts.Develops processes and systems that ensure MWHC records, categorizes, reviews, and learns from patient and guest feedback. Implements changes to improve the patient experience as necessary. Ensures timely and complete responses are provided to patients and guests who provide MWHC with feedback.Tracks, trends and analyzes customer service data documented by Patient Relations Coordinators; reports this information as appropriate and uses this information to better the Patient Experience and Service Excellence Culture.Ensures the adequate, consistent, and competent provision of patient relations services provided by Patient Relations Coordinators. Advises on and oversees Patient Advocacy in-service training programs developed by Patient Relations Coordinators.Coordinates a system-wide reporting structure that monitors service recovery trends and identifies opportunities for improvement. Periodically reviews the effectiveness of our Service Recovery Process to ensure that the process is favorably impacting the customer experience.Ensures compliance with applicable regulation concerning patient relations, including adherence to the Centers for Medicare & Medicaid Services (CMS) standard for addressing and resolving patient grievances in a timely fashion.Oversees the various customer satisfaction surveying processes, and manages the associated third party contracts, as appropriate.Develops and oversees the Service Excellence cost center budget.Maintains professional competency and career growth through participation in professional organizations and continuing education activities.Responsible for activities related to Human Resources, including hiring, retention and performance planning using performance management plans for Patient Relations Coordinators. Provides coaching and mentoring.Performs other related duties as assigned or requested.

Qualifications:

Bachelor’s Degree in Business Administration, Healthcare Administration, Hospitality Services, or Sociology is required. Master’s Degree is desirable.Two years of previous management experience is required; a minimum of five (5) years management experience is desirable.Five years of experience in a position of similar scope and responsibility of related field is required.Experience in a performance improvement, consulting, or data analysis is desirable.Strong analytical, organization and communication skills, as well as the ability to assimilate innovative new ideas, responsibilities and roles quickly, are required.Must be able to prioritize tasks and work effectively in a multi-project environment. Must demonstrate effective project management, customer service, team-building and change agent skills.Previous experience, and demonstrate proficiency, with the Windows Operating System and Microsoft Office required.Experience with the various Performance Improvement tools and methodologies are desirable.

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.