Director of Patient Experience Excellence

2 weeks ago

Janesville Wisconsin, United States Mercyhealth Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Director of Patient Experience Excellence. This key leadership role will be responsible for developing and implementing comprehensive patient experience strategies that align with our system-wide goals and expectations.

Key Responsibilities
  • Develop and implement patient experience strategies that improve patient satisfaction and loyalty
  • Oversee the Patient Experience Department, including budgets, goals, and objectives
  • Interview, select, and monitor the performance of Patient Experience Team members
  • Manage the operation of the Customer Experience Specialist Program and the management of all Customer Experience Specialists
  • Initiate and facilitate complaint and grievance process management
  • Manage service quality and recovery accountability systems
  • Deploy and implement approved system-wide patient survey plans
  • Maintain all CRD process functions with accurate records and timely reports
  • Participate in Quality Improvement teams and provide customer perspective and support
  • Support and participate in Culture of Excellence and Patient Experience teams
  • Share oversight and management of Patient Experience tools with the Nursing Services Offices
  • Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments
Requirements
  • Bachelor's degree in a related field required; Master's degree preferred
  • Experience in healthcare and customer service highly desirable
  • Knowledge of current and emerging best practices for patient and family experience and service excellence preferred
  • Certification in Patient Experience is preferred
Working Conditions

This position requires regular use of hands to finger, handle, or feel, and frequent sitting, talking, and hearing. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. This partner must be able to exert up to 25 pounds of force occasionally.

Supervisory Responsibilities

This position supervises the leadership structure of Patient Experience Excellence, Customer Relations, Interpreter Services, and Volunteer Services as structured to meet the needs of the organization.

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