Asst. Director - Patient Exp

Lexington Medical Center

2d

About The Position

Directs, organizes, and coordinates the Patient Experience and Guest Services department with a focus on maintaining optimal patient and family experience. The Assistant Director of Patient Experience is responsible for listening/responding to patient and visitor requests and concerns, while providing their team with the resources to ensure patient and visitor experience within the defined scope of the department budget and Lexington Health's management practices. Works closely with leadership on strategic objectives related to patient experience, including management reporting of metrics related to patient experience and performance improvement coaching.

Requirements

• Minimum Education: Bachelor's Degree in a Health-Related or Business Field
• Minimum Years of Experience: 5 Years of experience working with patient experience strategies and best practices; 3 Years in a management position (Can be concurrent with the above experience).

Nice To Haves

• Masters and 3 years experience in a management position.

Responsibilities

• Serve as principal content expert on patient experience while overseeing Lexington Health’s patient experience efforts.
• Identify opportunities for improvement in patient experience through data analysis and direct observation.
• Oversees the development and maintenance of current database of both complaints, complements, service successes, and service failures while working with key stakeholders to develop response plans.
• Maintains compliant process for tracking patient lost and found items.
• Assist patients with needs related to Advanced Directives.
• Oversee the grievance process using the DPH and DNV guidelines. Coordinate with risk management and other departments as needed.
• Plan, facilitate, and lead monthly patient experience steering meetings.
• Oversee patient shuttle service for patients and visitors to the hospital and surrounding buildings.
• Develops an annual capital and operating budget for all areas of responsibility.
• Evaluates materials and equipment and makes recommendations on purchase of materials and equipment relative to areas of coordination. Monitors cost and utilization of resources.
• Builds and leads team for all areas of responsibility.
• Ensures all job descriptions are current and accurately reflect respective job functions in area ofresponsibility.
• Use patient experience data, service recovery trends, and patient comments for organizationalimprovement opportunities.
• Maintain compliance with regulatory agencies such as DPH, DNV, and CMS.
• Establish and maintain measurement standards to provide meaningful information that will guidecontinual improvement in patient engagement.
• Performs all other duties as assigned.

Benefits

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness

What This Job Offers

• Job Type: Full-time
• Career Level: Manager