Director of Patient Experience

Description

This position is incentive eligible.

Introduction

Want to join a team of daring managers who care without reservations or limits? Our Medical City Plano team is looking for a Director of Patient Experience. HCA Healthcare is an advanced healthcare network that has committed up to 300 million to our incredible team members over the course of three years.

Benefits

Medical City Plano, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

HCA Healthcare is committed to research and clinical protocols. Do you want to impact standards of care and save lives across the country? Apply today to our Director of Patient Experience and be a part of the innovation of ideas.

Job Summary and Qualifications

The Director of Patient Experience serves as the stakeholder champion for setting the service culture of the organization to improve of satisfaction results across all customer groups in the organization. The patient experience champion manages data sets and reports related to customer satisfaction. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer satisfaction and related projects. Responsible for planning, organizing, coordinating and directing all functions of the department(s) in order to meet the stated mission, vision and values of Medical City Plano. It is expected that the Director will focus on improving processes and outcomes, comply with hospital and corporate policy and procedures, efficiently manage finances and resources, promote teamwork and customer satisfaction, and integrate service into the organizations overall plan for the delivery of care and service.

• Coordination/integration of department services with the hospital's primary function
• Coordinates the satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate.
• Analyzes results of patient satisfaction survey data and report findings in the form of formal oral and written presentations to the senior medical center leaders, departmental managers/directors and other end users.
• Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements.
• Demonstrates a high level of familiarity with existing survey instruments in use throughout the organization and fit of each with organizational priorities. Evaluates additional survey instruments, as needed, in support of organizational priorities. If need for additional survey is identified, lead implementation of survey through facilitation of multi-disciplinary teams.
• Leads Community teams to solicit feedback on customer needs
• Trains and educate managers and staff on use of satisfaction survey reporting system.
• Provides consultation to improve patient satisfaction results
• Collaborates with and actively coaches senior leadership and department managers to develop and implement strategies to improve survey findings. Champions development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect.
• In close collaboration with leadership and departments, identifies, develops and implements key metrics to measure performance and areas of opportunity.
• Facilitates quality improvement teams working to improve customer satisfaction by always keeping the goal in focus and steering the team towards it.
• Functions as an expert to provide consultative and/or benchmarking services to internal customers so as to sustain their continuous participation in the internal patient satisfaction improvement initiatives.
• Manages and leads an interdisciplinary Service Excellence Steering Committee by setting clear goals and expectations and tracking progress of the same. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate discussion.
• Manages hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same.
• Champions institution-wide patient satisfaction awareness
• Ensures appropriate employee and department recognition of service excellence through use of regular awards.
• Develop/implement policies/procedures that guide/support the provision of services
• Recommend a sufficient number of qualified/competent staff to provide department services in support of provision of services
• Determine the qualifications/competence of personnel
• Continuously assess/improve department's performance
• Maintain/implement quality control programs
• Provide for the orientation, in-service training and continuing education of staff
• Recommend space and other resources needed in the provision of services
• Identify and select outside sources for needed services

What qualifications you will need:

Education

• Bachelor's Degree in clinical or service related field
• Masters preferred

Experience

• 5 years healthcare management & customer relations experience, or comparable leadership background.

Medical City Plano opened in 1975 and provides Plano and Collin County with advanced health care. Medical City Plano is a 600+ bed acute care hospital. We have more than 2,000 employees and over 1,400 physicians on staff. Our main campus in Plano has a cancer treatment center and cardiovascular programs. We have The Bariatric Surgery Institute, a Wound Care Center and inpatient rehabilitation. We also offer complete womens and childrens services. This includes a high-risk antepartum unit and a Level 3 neonatal intensive-care unit. We were the first hospital in Dallas, Collin or Denton counties to be named a Comprehensive Stroke Center by the Texas Department of State Health Services. Medical City Plano was the first Level I Trauma Center in Collin County and The Burn & Reconstructive Center of Texas was the first burn center in Collin County. As a part of the Medical City network of hospitals and specialists, patients are ensured access to leading medical experts and advanced healthcare innovations.

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

Unlock your potential with a leading healthcare provider dedicated to its patients, colleagues and communities. Help guide our team as a Director of Patient Experience and help us improve more lives in more ways.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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