Director Patient Experience - Patient Relations

CHRISTUS Health•Longview, TX

About The Position

In a High-Reliability Organization, the Director of Patient Experience develops strategy and implements initiatives to drive behavior change, process improvement, and environmental changes based on patient experience data. The role aims to optimize care delivery and achieve best-in-class patient satisfaction. The Director assesses and analyzes patient engagement surveys, complaints, and grievances to guide hospital process improvement and meet national patient experience benchmarks, while managing direct reports in the hospital’s Patient Experience Program. The position plans and coordinates the overall hospital program strategy, develops improvement programs, interprets survey results, and works with directors, managers, and front-line Associates to achieve desired outcomes. It collaborates across hospital departments and with administrative, medical, nursing, ancillary, and legal/risk management staff to investigate, resolve, respond to, and prevent issues identified through surveys, complaints, and grievances. The Director serves as the liaison for patient complaints and grievances, oversees related documentation and responses to meet regulatory requirements, and educates staff on complaint management, patient rights, and customer service. The Director is accountable for measurable improvements in patient satisfaction and achievement of CHRISTUS targets and goals. The role leads and participates in multidisciplinary teams, ensures hospital and unit-level action plans are completed on time and within budget, reports at departmental meetings and hospital and medical staff committees, and presents to audiences ranging from Associates to hospital leadership. It uses evidence-based and High-Reliability Organization performance improvement techniques to implement systems involving people, processes, and technology, and serves as a resource to the Clinical Excellence Division to ensure accurate measurement of the customer survey process. Excellent written, verbal, listening, interpersonal, and organizational skills are required.

Requirements

Bachelor’s degree required.
At least 5 years of education, customer service, or process improvement experience.
Experience leading and managing multifunctional teams to improve processes.
Experience using qualitative and quantitative consumer information to drive customer satisfaction.
Experience in a healthcare setting required.
Certified Professional in Patient Experience (CPXP) certification required within two years of hire.
Excellent written, verbal, and listening communication skills.
Excellent interpersonal and organizational skills.

Nice To Haves

Master’s degree preferred.

Responsibilities

Plan and coordinate the overall hospital program strategy to achieve excellent patient experience across all areas.
Develop improvement programs based on identified patient experience needs; analyze and interpret surveys and work with directors, managers, and front-line Associates to achieve desired outcomes.
Report regularly at departmental meetings, hospital and medical staff committees, and service lines.
Collaborate with departments to develop and drive initiatives to improve patient experience through behavior change, process improvement, or environmental factors.
Deliver measurable improvements in patient experience satisfaction measures and achieve CHRISTUS targets and goals related to patient opinion and services.
Collaborate with administrative, medical, nursing, ancillary, and legal/risk management staff on investigation, resolution, response, and prevention of issues identified through surveys, complaints, and grievances.
Serve as the liaison for patient complaints and grievances and manage the program to meet regulatory requirements for documentation and responses.
Educate staff on complaint management, patient rights, and customer service.
Serve as a resource to hospital leadership on patient satisfaction surveys, complaints, grievances, and process improvement related to patients’ and families’ experiences.
Lead and participate in multidisciplinary teams managing patient experience initiatives.
Ensure patient experience hospital and unit-based action plans are completed on time and on budget.
Present to audiences ranging from Associates to hospital leadership.
Use evidence-based and High-Reliability Organization performance improvement techniques to implement systems involving people, processes, and technology that enhance the customer experience.
Support the Clinical Excellence Division in ensuring accurate measurement of the customer survey process.
Manage direct reports in the hospital’s Patient Experience Program.