Job Class
DIRECTOR
FLSA
Exempt
Job Summary
This position leads the patient experience strategy across Prisma Health. It provides oversight and responsibility for enhancing and continually improving the overall experience of patients and families. This positon is accountable for developing the framework in which all patient experience initiatives will be deployed across the system, as well as for developing service, educational, and training programs relating to the patient experience. This position strategically develops, refines, and improves performance metrics using the patient satisfaction survey tool data. This position serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient experience both locally and nationally
Supervisory/Management Responsibilities
Job has direct and/or indirect supervision of employees that may include final budget authority, hire/termination/disciplinary authority, performance appraisal responsibility. Job will be considered a member of the management staff with direct reports..
Minimum Education
Master’s Degree – MHA, MBA, or related field
Minimum Experience
10 years of related experience with progressive levels of responsibility
Required Certifications/Registrations/Licenses
NOT APPLICABLE
Specific Acceptable Credentials (if applicable)
Not Applicable
In lieu of the Above Minimum Requirements
Not Applicable
Other Required Experience
A documented track record of implementing and accomplishing customer service improvements in a large, academic, complex health care system – Required
Advanced knowledge of the various HCAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management – Required
A proven track record of results working with process management. Performance in patient satisfaction surveys in the upper tier (75th percentile or higher preferred) – Required
Advanced data analysis and interpretation skills in order to lead the service improvement effort and to create the credibility needed for interaction with hospital leaders, physician leaders and academic leaders – Required
Position Posting Category
Leadership/Management
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