Director, Patient Satisfaction

BAYADA Home Health Care•Pennsauken, NJ

9d•Remote

About The Position

The Director of Patient Satisfaction leads a team of employees responsible for the development, implementation, and management of the company’s patient satisfaction process. This role includes oversight of quarterly survey administration, reporting, and Action Planning. It is a management-level, professional track position that will offer training and continuing education to support a career in leadership.

Requirements

Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
Four (4) year college degree.
Minimum five (5) years managerial experience.
Experience in patient/customer satisfaction survey development and statistical modeling.
Capable of leading the team’s performance.
Experience supervising employees at various levels.
Able to work independently, motivate and be self-motivated, flexible, versatile, and creative.
Possesses problem solving ability, leadership skills and be able to foster interpersonal relationships.
Able to write reports, business correspondence and procedure manuals and the ability to effectively present information and respond to questions from the groups of employees, managers, directors and clients.
Maintains strong interpersonal skills.
Demonstrated record of goal achievement; successfully takes on more responsibility with positive results and ambition to grow past current position.
Competence in basic PC skills required to perform job functions.

Responsibilities

Demonstrate and communicate the core values of BAYADA and The BAYADA Way.
Develop working knowledge of BAYADA’s mission, services, people, organization, policies and procedures.
Oversee quarterly patient satisfaction survey process (HHCAHPS, HOSCAHPS and other) for all practices, including survey design, administration, collection/analysis of results and organization-wide reporting.
Conceptualize, manage, and implement statistical models and techniques across a range of modalities (phone, internet, mail, etc.) that support the strategy and goals of the patient satisfaction process.
Support the goal setting and action planning process related to client satisfaction.
Work with business leaders to implement strategies and track metrics that support BAYADA goals and objectives, as well as measure quality and effectiveness.
Support business leaders in improving their patient satisfaction and driving best practices across their team(s).
Act as liaison with internal and external partners to identify and promote patient satisfaction metrics and success stories that drive value-based arrangements.
Manage third party survey vendor relationships and contracting.
Identify and implement patient satisfaction strategies, tools and metrics that align with The BAYADA Way and BAYADA’s strategic goals.
Develop, implement, and oversee BAYADA’s client engagement learnings, programs and initiatives.
Coordinate the development of policies, standards and interpretations related to patient satisfaction surveys.
Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff.
Perform related duties, or as required or requested by supervisor.
Hiring and training employees.
Planning, assigning and directing work.
Appraising performance.
Engaging in ongoing career planning and developmental conversations with employees.
Rewarding and disciplining employees.
Addressing complaints and resolving problems.