Dir of Patient Experience

1 week ago

Gainesville, Florida, United States UF Health Full time

Overview
The Director of Patient Experience is responsible for developing, implementing, and tracking outcomes for the hospital-wide patient experience programs that improve the overall experience for patients and their families. Collaborates with senior leadership, physicians, departments, business units, and external stakeholders such as vendors and community partners to align on strategic priorities across the system.

Responsibilities

  • Operational responsibility for teams within the department including Patient Advocates, Medical Interpreters, Guest Services, Patient Ambassadors, Patient Experience Specialists, and Valet Services, which focus on positive first impression and experience improvement.
  • Direct oversight over programs that support the hospital's commitment to Patient and Family Centered Care, including but not limited to Patient Surveying, Service Recovery, Wayfinding & Patient Facing Materials, Language Access, Patient and Family Advisory Councils, Patient Experience Steering Committee, and Grievance Committee.
  • Oversees the coordination of the hospital's patient experience survey process, including contract management, report management, analysis of results and recommendations, and leadership collaboration and engagement.
  • Provides expertise in industry wide best practices in order to lead and develop the strategic plan.

Qualifications

  • Bachelor's degree in a business or healthcare related field (e.g., Business, Management, Healthcare Administration) required; master's degree preferred.
  • Minimum of five years post baccalaureate experience in a hospital/healthcare environment required.
  • Must possess strong analytical, interpersonal, strategic planning, and leadership skills with knowledge of CAHPs regulations, CMS, and patient experience data and quality improvement processes.
  • Must be able to demonstrate skills in creating vision, effecting change, and facilitating transitions.
  • Must have knowledge and demonstrated application of research/data analysis skills.

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