Director - Patient Experience

Director - Patient Experience

JOB PURPOSE : Responsible for providing a variety of patient care activities under the supervision of a physician, advanced practice provider (APP), or registered nurse in accordance with established guidelines and standards. Demonstrates advanced technical skills and provides peer leadership in the physician practice setting.

KEY RESPONSIBILITIES :

• Serves as a project coach / consultant for projects and consulting opportunities to further the healthcare improvement knowledge gained within PHC.
• Creates service teams and implements tactics to increase patient, physician and employee satisfaction, in order to increase market share, decrease risk and errors and decrease turnover.
• Formulates and supports an accountability task force that will implement an organization wide leadership evaluation system to hardwire objective accountability.
• Develops leaders in key areas to achieve organizational desired results through the Piedmont leadership development institute programs.
• Augments implementation and revision of best care practices via coaching, mentoring and teaching adults, and leading and facilitating teams.
• Acts as a resource to PHC teams and various projects and services as a trusted change agent related to various groups and individuals charged with PHC clinical and non-clinical operations.
• Oversees and tracks travel, consulting and office budgets as appropriate. Tracks budgetary implications of PHC service excellence projects.
• Coordinates and reviews both the PHC and individual facilitys data and processes to develop and execute plans to resolve quality issues.
• Facilitates multidisciplinary meetings with clinicians, physicians and / or managers.
• Implements multiple simultaneous projects by regularly assessing the progress and the effectiveness of component tasks, and by seeking input and / or assistance to overcome barriers.

Qualifications :

MINIMUM EDUCATION REQUIRED : Bachelors Degree MINIMUM EXPERIENCE REQUIRED : Five (5) years of progressively responsible professional work experience in leading and participating in customer service improvement programs, coaching efforts and programs, or a closely related field, in a healthcare setting is required. MINIMUM LICENSURE / CERTIFICATION REQUIRED BY LAW : None. ADDITIONAL QUALIFICATIONS : Certified Executive coaching experience is preferred.