Director Patient Experience (Full-TimeDay) Center City

Job Details

Job Description

Strategic Leadership & Culture

Design implement and evaluate strategies that advance TJUH Inc.s patient and family experience goals.
Align department activities with organizational strategy and communicate progress and outcomes to senior leadership.
Act as the subject matter expert on patient experience standards service excellence and compliance.
Foster a culture of patient- and family-centered care by mentoring leaders and staff in best practices.

Performance Improvement & Data Analytics

Identify opportunities for improvement and implement PI interventions using data-driven methods.
Oversee survey platforms patient rounding systems and related third-party vendor contracts.
Track analyze and report trends in patient experience data to inform strategy and decision-making.
Ensure processes for timely complete complaint and grievance resolution that comply with CMS and regulatory standards.
Periodically review the Service Recovery Process to ensure effectiveness.

Operations & Program Oversight

Provide leadership and oversight for Patient Experience Language Services Patient Relations Guest Relations and Volunteer Services.
Develop monitor and manage cost center budgets.
Ensure consistent and competent delivery of patient-facing services.
Maintain compliance with regulations governing language access patient rights and grievance processes.

People Leadership

Recruit develop and retain a high-performing team.
Provide coaching mentoring and performance management aligned with organizational standards.
Cultivate teamwork interdepartmental collaboration and a culture of accountability.
Support staff professional development through training mentorship and continuing education.

Duties as assigned

Maintain professional competency through participation in professional organizations and continuing education.

Minimum Education and Experience Requirements:

Education:

Bachelors degree in Business Administration Healthcare Administration Hospitality Services or Sociology required.
Masters degree preferred.

AND

Experience:

Minimum of 5 years of management experience in a healthcare or related field required; consulting data analysis or PI experience preferred.
Proven success leading teams and implementing organizational change.

position

Minimum Certifications Registration or License Requirements:

Certified Patient Experience Professional (CPXP) preferred.

Work Shift

Worker Sub Type

Employee Entity

Primary Location Address

Nationally ranked Jefferson which is principally located in the greater Philadelphia region Lehigh Valley and Northeastern Pennsylvania and southern New Jersey is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65000 people strong dedicated to providing the highest-quality compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrows professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic clinical and applied research. Thomas Jefferson University home of Sidney Kimmel Medical College Jefferson College of Nursing and the Kanbar College of Design Engineering and Commerce dates back to 1824 and today comprises 10 colleges and three schools offering 200 undergraduate and graduate programs to more than 8300 students. Jefferson Health nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age race color religion creed sexual orientation gender gender identity marital status pregnancy national origin ancestry citizenship military status veteran status handicap or disability or any other protected group or status.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues including medical (including prescription) supplemental insurance dental vision life and AD&D insurance short- and long-term disability flexible spending accounts retirement plans tuition assistance as well as voluntary benefits which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues including those who work less than part-time(including per diemcolleagues adjunct faculty and Jeff Temps) have access to medical (including prescription) insurance.

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