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Director, Consumer Experience

1 month ago

Woodbridge, United States Sentara Full time

City/State Woodbridge, VA Overview Work Shift First (Days) (United States of America) Sentara Health is seeking to hire a qualified individual to join our team as a Director, Consumer Experience. Position Status : Full-time, Day Shift Position Location: Sentara Northern Virginia Medical Center in Woodbridge, VA Standard Working Hours : 8:00AM to 5:00PM (ET). Job Summary: Lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non-clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.). Responsible for the delivery of high quality services that meet or exceed consumer expectations. Coordinates the development and marketing of new services within these areas. Contributes to the success of the hospital through achievement of system, hospital, and center goals and objectives. Requirements: Bachelor's degree in related field required. MHA or MBA preferred. Experience must be from customer relations/marketing/customer service in a healthcare, hospitality or retail environment. Must demonstrate progressive experience in customer/patient relations management as well as experience developing and/or implementing programs and processes for the improvement of patient/customer experience. Statistics experience preferred. Experience leading patient/member experience initiatives is required. Project manager experience preferred. Experience Intelligence Support: Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are "pushed" for use for decision-making and action by leaders. High-functioning skills in ethnography (people-watching, process watch). Best Practice support and coaching: Research and prioritization of practices. Training and development (classroom, micro learning, simulations). Accountability systems (audits, feedback models, tracking). Required or Preferred KSAs: Data Visualization (e.g. Excel, Tableau) Training and Development / Teaching skills Press Ganey (or similar measurement partner) portal expertise Fluency in classic solutions for patient experience (e.g., Nursing Bundle, AIDET, etc.) and non-clinical personnel focused solutions Micro-learning application competence Process Improvement/Project Management experience preferred Patient Experience certification preferred Social Anthropology fundamentals (ethnography, journey flow mapping) Diversity and Inclusion at Sentara Our vision is that everyone brings the strengths that come with diversity to work with them every day. When we are achieving our vision, we have team members that feel they belong and can be their authentic selves, and our workforce is reflective of the communities we serve. We are realizing this vision through our Diversity and Inclusion strategy, which has three pillars: A diverse and talented workforce, an inclusive and supportive workplace, and outreach and engagement with our community. Please visit the link below to learn more about Sentara's commitment to diversity and inclusion: Sentara's Commitment to Diversity & Inclusion Sentara Overview For more than a decade, Modern Healthcare magazine has ranked Sentara Health as one of the nation's top integrated healthcare systems. That's because we are dedicated to growth, innovation, and patient safety at more than 300 sites of care in Virginia and northeastern North Carolina, including 12 acute care hospitals. Sentara Benefits As the third-largest employer in Virginia, Sentara Health was named by Forbes Magazine as one of America's best large employers. We offer a variety of amenities to our employees, including, but not limited to: Medical, Dental, and Vision Insurance Paid Annual Leave, Sick Leave Flexible Spending Accounts Retirement funds with matching contribution Supplemental insurance policies, including legal, Life Insurance and AD&D among others Work Perks program including discounted movie and theme park tickets among other great deals Opportunities for further advancement within our organization Sentara employees #J-18808-Ljbffr