Director, Patient Experience

JOB SUMMARY

The Director of Patient Experience at North Mississippi Health Services is responsible for developing, leading and directing best practice patient experience initiatives throughout the organization. Collaborates with external vendors, performs data analysis, supports the system data analytics for patient experience, presents educational training sessions to staff, leadership, and providers. Manages special projects to enhance the patient experience. This position collaborates with various departments to ensure data utilization for coordinated improvement initiatives and maintain regulatory compliance. As a director, this role provides strategic leadership, goal-setting, and operational management for a department or function, contributing to the overall organizational success.

JOB FUNCTIONS

• Leads strategic initiatives to improve patient engagement, education, care, safety, communication, loyalty, and overall NMHS experience.
• Directs and provides strong, proactive leadership / oversight of data analysis, trends and improvement solutions.
• Continuous assessment of patient experience current state data, comments, trends, strengths, improvement opportunities, barriers and action steps.
• Partners with health care teams, including educators, to create and integrate a multi-faceted and evolving patient experience educational plan to continuously reinforce emotional suffering, behaviors, tactics and practices that enhance patient and family centered care.
• Develop strategies and recommend project plans to drive key patient experience initiatives and tactics.
• Track, trend and report patient experience metrics to celebrate / replicate improvement and identify opportunities for improvement.
• Collaborate with all healthcare team members to implement process improvement and standardized strategies that enhance patient and family engagement.
• Directs and evaluates performance, provides coaching and feedback regarding individual and team performance.
• Provides system oversight of complaint and grievance database, monitors for trends that impact patient and family centered care delivery then identifies owners for root cause analysis and resolution.
• Provides advisory support of the Patient and Family Advisory Councils.
• Leads and supports the Patient and Family Centered Care Steering Committee
• Plans, implements, evaluates, and manages special projects and quality / safety-related initiatives.
• Manages project teams through coordination with assigned staff and leadership team.

Consultative

Relations

Education / Training

Communication

Regulatory

QUALIFICATIONS

Knowledge Skills and Abilities

Physical Demands

Benefits

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