Director of Patient Experience

Cookeville Regional Medical Center seeks motivated individual to fill our Patient Experience Director position. This Director should be passionate about the patient/family experience. The Director is responsible for ensuring that our mission, vision, values, and standards of behavior are coached, validated, and demonstrated in the workplace ensuring accelerated and continuous improvement. Additionally, the Director is responsible for hospital-wide programs, initiatives, training and interventions focused on ensuring that our customers’ experience is consistent, seamless, and exceptional. The Director observes the patient experience environment as well as the behaviors of care providers and provides real-time coaching and education. Provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices. Assists managers and staff with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

• Effectively coaches, influences, collaborates and consults with individuals at all levels of the organization to ensure the achievement of organizational goals.

• Performs assigned hospital and unit-level data analyses and process observations in key service areas (i.e., inpatient, outpatient, ED, ambulatory services, etc.) in order to identify and address current service performance gaps.

• Identify improvement areas and provide recommendations/proposed action plans to hospital leadership teams.

• Orients new leaders and employees on Customer Service Standards and programs.

• Provide reporting to key stakeholders regarding improvement progress.

• Identify and evaluate internal and external best practices; recommends hospital-wide improvements based on these evidence based practices.

• Conducts engaging training classes and meetings as needed in support of key initiatives.

• Monitor patient experience change efforts and evaluate results. Validate and ensure consistent application of evidence-based tools and techniques for patient experience.

• Works collaboratively with Clinical Education and Leadership to support new grad programs; charge nurse development and other leader and other house-wide programs.

• Validate that information gathered during rounds and service recovery activities are tracked/trended and reported to the leadership team on an ongoing basis.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent interpersonal and relationship building skills.

• Ability to handle difficult conversations and situations constructively; savvy interacting with physicians/executive leadership.

• Articulate written and verbal communication, with well-honed consultative skills.

• Excellent attention to detail and organizational skills.

• Ability to effectively understand business issues and data challenges of the customer. * Demonstrated ability to promote openness to change using both evidence and influence skills.

• Exhibit ability to remain positive and persistent in the face of resistance to change.

• Demonstrated ability to work both independently and in a team setting.

• Demonstrated strength in facilitation and working with diverse workgroups.

• Demonstrated strength working proactively within complex team and organizational settings

• Ability to function independently using strong time management and organizational skills.

• Proficiently utilizes Microsoft Office Programs (Word, Excel, and PowerPoint).

EDUCATION

· Bachelor’s Degree in related field required

EXPERIENCE:

• 3 – 5 years minimum experience in coaching, process improvement, change management, patient experience with demonstrated ability to drive results.
• Experience with the Studer Group evidence based leadership tactics preferred.

Job Type: Full-time

Experience:

• relevant: 1 year (Preferred)
• management: 1 year (Preferred)

Education:

• Bachelor’s (Preferred)

License:

• Registered Nurse (RN) (Preferred)