Director of Customer Experience

The Director of Customer Experience is responsible for the creation and execution of strategies and tactics designed to continually enhance the patient and family experience and promote loyalty to CMC. This role requires a visionary leader who is innovative and collaborative that will lead the team to identify and create best practices and incorporate them into enterprise strategies. The program primarily centers on all areas of satisfaction for our patients and family members with a secondary emphasis on areas of satisfaction for our employee partners and other team members who care for our community. The experienced individual brings fresh ideas to redesign the program to best meet the needs of our communities. However, tasks and initiatives will center on the monitoring of various customer experience reports and indicators such a HCAPS scoring, outpatient satisfaction outcomes and more. The Director oversees a team of several staff who assist with related initiatives as well as conduct daily service recovery, language interpretation, special projects and other initiatives to further the mission. The Director creates and ensures education is implemented related to the areas of concentration as well as facilitates and organizes the primary new hire orientation function with a strong concentration on customer experience education. In conjunction with the Human Resources department and Team Verve, assists with employee satisfaction special initiatives and projects. The Director will develop policies, education, protocols and procedures to promote establishment and maintenance of meaningful communications between patients, families and staff; facilitate dialogue between patients, physicians, nurses, administrative managers and ancillary personnel to resolve patient complaints and problems. Collect data and information about patient care concerns, needs and problems and implement appropriate corrective actions. Contribute to fiscal planning and make budgetary recommendations. Additional responsibilities include but not limited to work with accreditation surveyors, oversite of Hospital Grievance and Compliance process, ensure representation on various committees related to customer service and completes other duties as assigned.

The Director must be willing to coordinate alternate housing within the facility in advance of shifts when inclement weather potential threatens the ability to get to the facility. May be required to report to work during any emergency situation i.e. mass casualty, internal disaster, etc as required by administration. This means at times placing the work assignment “first” and other home life concerns “second” when the community care need arises and ensuring adequate plans in place in advance to ensure the work assignment can in facet take center stage. The commitment is unique from other professions and special that places the care of our community at the highest level in fort of all else.

Education:

• Bachelor’s degree in closely related field required.

Experience:

• Minimum 3 years direct Customer service leadership experience in a hospital/healthcare system setting required.
• Minimum 3 years quality measure related experience in the healthcare setting required.

Licensure/Certification/Registration:

• Current South Carolina licensure if applicable per the applicant’s qualification.

Special Skills and Knowledge:

• Understands hospital HCAPS customer experience scores, data and best practice implementations.
• Understands outpatient services customer experience scores, data and best practice implementations.
• Has a passion for patient and family satisfaction with a strong desire to achieve the highest level outcomes.
• Passionately believes in the core values of excellence, compassion, healing, teamwork, stewardship, innovation, integrity.
• Ability to work effectively and collaboratively with leadership colleagues, physicians, department heads, and members of the executive leadership.
• Demonstrated proficiency with Microsoft Outlook, word, Excel, Explorer and PowerPoint required with samples presented if requested during interview.
• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations.
• Demonstrates the ability to interact with others in a way that gives them confidence in intentions and those of the organization.
• Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying own behavior to accommodate tasks, situations and individuals involved.
• Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.
• Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences.
• Extensive knowledge of regulatory and accreditation agency requirements that impact department; stays abreast of industry changes.
• Ability to work effectively in a fast-paced environment with demonstrates flexibility and adaptability in the workplace.
• Capable of leading teams/facilitating groups, building consensus and garnering highest confidence in professionalism and work product by leadership.
• Ability to work under pressure and balance many competing priorities; highly responsive and solution/action oriented.
• Maintains a positive and supportive attitude and demeanor always as a champion of CMC core values and model for all.
• Professional handling of exposure to confidential/sensitive information.
• Demonstrated history of innovation and results focused outcomes.
• Established track record of successful organizational wide patient experience interventions preferably in a multi-hospital academic medical center, with a focus on innovation, change management and employee development is required.
• Demonstrates broad analytical depth, ensuring integrity of data management and sound business metrics are established to measure both activity and impact; ability to see trends/anticipate issues to proactively resolve issues and build business case for change.

Working Conditions

• Occasional exposure to customers in an agitated state and in clinical patient treatment area settings.
• Physical surroundings general indoors and must have personal transportation for visitation at outpatient location in the community.
• Work performed while sitting and additionally frequently motivating around within the facility.