Market Director , Experience of Care - Virginia and South Carolina Markets

Mercy Health BSMH

22d

About The Position

Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.
DIRECTOR, EXPERIENCE OF CARE | Richmond, VA Market
Must be located in Richmond, VA with 25% monthly travel to Hampton Roads, VA and Greenville, SC markets
Primary Function/General Purpose of Position
The Experience of Care Director leads market-based team focused on driving experience of care system strategies, tactics, and behaviors to achieve experience of care excellence as noted by achieving experience of care KPI targets.

Requirements

• Bachelors Degree, healthcare, nursing or related field required
• 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required
• Plan and lead change (change management)
• Ability to assess deviation from best practices and effectively apply solutions
• Problem/conflict resolution
• Customer service champion
• Data trending and analysis

Nice To Haves

• Masters, healthcare, nursing or related field preferred

Responsibilities

• Deploys system experience of care strategies, tactics, and behaviors in their market
• Provides experience of care support across departments and disciplines
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
• Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
• Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
• Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Collaborates with system experience of care colleagues on best practices

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support
• Benefits may vary based on the market and employment status.

What This Job Offers

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