Director Patient Experience and Service Excellence | Full Time

Summary

Under the direction of the Vice President of Population Health and matrixed to Value Innovation dyad leadership the Director of Patient Experience and Service Excellence is a key leader responsible for driving a culture of patient-centered care and service excellence across Concord Hospital Health System. This role will develop and implement strategies to enhance the overall patient and family experience as a system working effectively in a matrixed structure with operational teams and engage key stakeholders to connect experience to broader systems and community work. The Director will oversee the coaching and mentoring of leadership develop training and education manage the organizations grievance oversight committee and management process analyze experience metrics to drive action and strategically develop patient and family services. The Director will be responsible for the operation and management of the Patient Experience team that includes Patient Relations Hospitality Services Volunteer Services Therapeutic Arts and Holistic Services and Spiritual Care Services across the system. The Director will plan organize and oversee all strategies and activities of the Departments and their programs to advance the Concord Hospital Mission and Vision in accordance with Hospital policies and procedures. The Director will supervise the Hospitality Services Manager the Volunteer Services Managers the Chaplains the Administrative Assistant the Therapeutic Arts & Holistic Services Coordinator and Patient Experience Coordinators.

Education and Experience

* BA required; MA preferred.

* Passion for improving the customer experience and driving a culture of service excellence.

* Proven leadership and influencing skills in a matrixed management environment.

* Demonstrated experience in developing and implementing patient/consumer experience programs.

* Strong skills in contemporary customer service and human-centered design principles.

* Exceptional communication interpersonal and stakeholder management skills.

* Experience managing regulatory programs investigations or grievance workflows.

Additional Skills (Preferred)

* Experience in process improvement methodologies.

* Willingness to pursue certification in patient experience (e.g. CPXP) or equivalent certification.

* Experience implementing and utilizing customer feedback technology platforms to drive action.

Essential Duties and Responsibilities

• Working collaboration with Value Innovation dyad to accomplish strategic goals with current Achievement Letter and strategic plan.

• Foster a culture of service excellence throughout the organization emphasizing the importance of patient-centered communication empathy and proactive problem-solving.

• Leverage customer service and client relationship management best practices from both healthcare and non-healthcare industries to enhance interactions with patients and families.

• Develop and implement standards for service behaviors and expectations across all patient-facing roles.

• Effectively matrix to operational leadership in the medical group nursing and hospital operations to integrate patient experience initiatives into daily workflows and decision-making.

• Develop implement and monitor a leadership coaching and mentoring program focused on patient experience principles for leaders across all areas including new leader orientation service skills and recovery.

• Develop a plan to provide on-site support to respond to complex patient/family situations- supporting leaders and diffuse problems.

• Partnering with key operational risk and quality teams oversee the organization-wide patient and family grievance process and maintenance of Grievance Management Policy.

• Chair the Grievance Committee ensuring compliance with DNV and state regulations

• In collaboration with Director of QPPS ensure the collection analysis and dissemination of patient experience data from various sources including surveys (e.g. HCAHPS CG-CAHPS) feedback platforms focus groups and observations.

• Collaborate with operational teams to develop and implement data-driven action plans to address identified gaps in patient experience and monitor their effectiveness.

• Develop a strategic vision for an integrated and comprehensive PFS program including volunteer programs and hospitality services.

• Establish and manage a robust Patient and Family Advisory Council (PFAC) and/or patient advisors.

• In collaboration with learning and development teams and operational leaders develop oversee and monitor the implementation of comprehensive training and education programs on patient/customer experience principles strategies and tools for all staff levels.

• Ensures appropriate policy and procedure development and oversight for all supervised departments and their operations.

• Oversees the activities of Hospitality Services Volunteer Services Therapeutic Arts and Holistic Services Spiritual Care Services and Patient Relations maintaining current services creating new initiatives and establishing annual performance goals for each.

• Supervises staff in the Departments including but not limited to Hospitality Services Manager Volunteer Services Managers Therapeutic Arts and Holistic Services Chaplains Patient Experience Coordinators and the Administrative Assistant in accordance with Concord Hospital practice and policy.

• Ensures all programs and activities are in alignment with Concord Hospital policies and work instructions for supervisory departments across the system.

• Assures that all regulatory requirements relative to HIPAA are met and that all programs reflect best practices.

• Establishes oversees and adheres to annual financial budget for both direct expenses and staffing.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race color religion sex sexual orientation gender gender identity national origin age marital status genetic information disability or protected veteran status.

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If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process you may contact Human Resources at .

Physical and Work Environment Requirements
The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is LIGHT. The employee must regularly lift carry or push/pull less than 10 pounds frequently lift carry or push/pull up to 10 pounds and occasionally lift carry or push/pull up to 20 pounds.

The employee is frequently required to hear sit walk and speak. The employee is occasionally required to stand.

Specific vision abilities required by this job include near vision.

The noise level in the work environment is usually moderate.