Director- Patient Experience
Position Description
Directs, plans, coordinates and supervises the operation and activities of a specialized unit or small department; develops and implements policies and procedures, administers the budget, organizes tasks and sets priorities. Drives patient-centered care by analyzing satisfaction data, training staff on communication best practices, and resolving grievances. They bridge the gap between patients and medical staff to improve the overall healthcare journey.
Major/Essential Functions
- Utilizes interpersonal and communication skills for all aspects of the job.
- Connects patient experience metrics to operational and financial performance goals.
- Trains clinical and administrative staff on customer service, relationship building, and communication frameworks.
- Investigates, mediates, and resolves complex patient complaints or grievances.
- Collaborates with frontline teams and leadership to implement changes that improve access to care, care coordination, and the healing environment.
Required Qualifications
Bachelor's degree in a related area plus five years of progressively responsible management experience OR a combination of education and/or years of experience in management to equal a minimum of 9 years.
Preferred Qualifications
Healthcare worker experience.
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