Job Description

Leads the development and implementation of a patient experience strategy that supports Williamson Health’s mission, vision, and values.

Position Requirements:
Formal Education / Training:
Bachelor’s degree in nursing, healthcare administration, business administration, organizational development or related field.

Master’s degree preferred.

Workplace Experience:
At least five years of experience in an acute health care, customer service, or patient experience related.
At least two years management experience preferred.

Equipment and Skills Training:
Strong oral and written communication skills. Computer skills in Word, Excel and PowerPoint® programs.

Physical Environment:
Office environment/ Hospital

Physical Effort:
No special physical effort required beyond normal mobility expected of a typical clerical functions. The applicant must be able to move about the hospital with or without accommodation.

Key Results:
Responsible for organization wide direction, development and implementation of patient experience programs and initiatives.
Establishes processes for collecting, measuring, and analyzing patient and family data and feedback.
Utilizes, integrates, and reports patient experience data to assist organization in its improvement efforts, and promote optimal patient outcomes.
Works collaboratively with Senior Management to develop strategic
patient experience initiatives.
Leads teams to solve the trend issues and process improvement.
Considers and incorporates the needs of culturally diverse populations for all aspects of patient experience.
Develops and implements educational programs for employees, medical staff and board members on patient perception of care.
Provides feedback and coaching to the staff in delivering high touch, service‐oriented health care.
Continuously evaluates work process and design; understands role in ensuring patient safety and quality, performance improvement, productivity, and service delivery in order to meet organizational goals.
Ensures effective communication
with patient and family as well as members of the health care team.
Serves as a resource to staff in patient experience knowledge and tactics.
Oversees Patient Experience Team programs and participates in the Patient Family Advisory Council.