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Director of Patient Experience
2 months ago
About the Role:
Sentara Health is seeking a highly skilled and experienced professional to join our team as a Director, Consumer Experience. This role will lead the organization's understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information.
Key Responsibilities:
- Interface 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.
- Train and develop leaders and team members in experience process and behavioral best practices.
- Lead Patient Advisory Council(s).
- Create and deploy Hospital Action Plan in collaboration with hospital leaders (clinical and non-clinical).
- Serve as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.).
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.
About Sentara:
Sentara Health is a leading healthcare provider in Virginia and northeastern North Carolina, with a commitment to growth, innovation, and patient safety. We offer a range of benefits to our employees, including medical, dental, and vision insurance, paid annual leave, and opportunities for further advancement within our organization.
Why Join Sentara:
Sentara Health is a tobacco-free environment and is committed to diversity, inclusion, and belonging. We strive to create a workplace that is inclusive and supportive of all employees, and we encourage applicants from diverse backgrounds to apply.
