Chief of Consumer Relations

2 weeks ago

Woodbridge, Virginia, United States Sentara Full time
Location: Woodbridge, VA

Overview:
Sentara Health is on the lookout for a dedicated professional to take on the role of Director of Consumer Experience.

Position Status:
Full-time, Day Shift

Position Location:
Sentara Northern Virginia Medical Center

Standard Working Hours: 8:00 AM to 5:00 PM (ET)

Job Summary:
The Director of Consumer Experience will spearhead the organization’s comprehension of patient feedback through comprehensive analytics, interpretation, and actionable insights. This role involves integrating measurement partner data (e.g., Press Ganey) from various sources such as surveys, complaints, and observational data to cultivate a thorough understanding of patient perspectives. Responsibilities include:
  • Training and mentoring leaders and team members in best practices for experience processes and behaviors.
  • Leading Patient Advisory Councils.
  • Collaborating with hospital leaders to create and implement Hospital Action Plans.
  • Managing project timelines, metrics updates, and goal reporting for the Hospital Action Plan.
Ensuring the delivery of exceptional services that meet or surpass consumer expectations is paramount. This role also entails coordinating the development and marketing of new services within the organization and contributing to the overall success of the hospital by achieving system, hospital, and center objectives.

Requirements:
A Bachelor’s degree in a relevant field is required, with a preference for candidates holding an MHA or MBA. Candidates should possess experience in customer relations, marketing, or customer service within healthcare, hospitality, or retail sectors. Progressive experience in managing patient relations and implementing programs for enhancing patient experiences is essential. Experience in statistics and leading patient/member experience initiatives is required, with project management experience preferred.

Experience Intelligence Support:
Proficiency in data analytics, data visualization (e.g., Goal Reports, data storytelling), comment analysis, and report generation for decision-making is necessary. High-level skills in ethnography (observational research) are also required.

Best Practice Support and Coaching:
Responsibilities include researching and prioritizing best practices, providing training and development (classroom, micro-learning, simulations), and establishing accountability systems (audits, feedback models, tracking).

Required or Preferred KSAs:
  • Data Visualization skills (e.g., Excel, Tableau)
  • Training and Development expertise
  • Experience with Press Ganey or similar measurement partners
  • Knowledge of established solutions for patient experience
  • Competence in micro-learning applications
  • Experience in Process Improvement/Project Management
  • Patient Experience certification is preferred
  • Understanding of Social Anthropology fundamentals
Diversity and Inclusion at Sentara:
Sentara is committed to fostering a diverse and inclusive workforce where all team members feel they belong and can express their authentic selves. This vision is realized through a strategy focused on:
  • A diverse and talented workforce
  • An inclusive and supportive workplace
  • Engagement with the community
For more information about Sentara's commitment to diversity and inclusion, please refer to the appropriate resources.

Sentara Overview:
Sentara Health has been recognized as one of the nation’s top integrated healthcare systems, dedicated to growth, innovation, and patient safety across numerous care sites. As one of Virginia's largest employers, Sentara offers a range of benefits to its employees, including medical, dental, and vision insurance, paid leave, retirement funds with matching contributions, and opportunities for professional advancement.

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