Director Patient Experience - Napa, United States - Providence

Providence

Verified Company

Napa, United States

5 days ago

Posted by:

Mark Lane

beBee recruiter

Description

Description

THE ROLE
Under general supervision of President/CEO, directs patient, employee, and physician experience/satisfaction activities. Creates and leads plans for improving the patient, visitor, employee, and physician experience. Collaborates with and directs Santa Rosa Memorial and Petaluma Valley Hospital's patient and physician satisfaction survey processes. Provides leadership in the strategic development and implementation of tactics for Sonoma County ministries' patient experience. Facilitates performance improvement strategies and coaching activities for enhancing the patient experience. Directs and leads all Patient Experience Teams and the Patient and Family Advisory Council. This position will facilitate the creation of Sonoma County's culture of service excellence.

ESSENTIAL FUNCTIONS

Provides leadership, coaching and oversight for the development and implementation of patient experience initiatives for Santa Rosa Memorial and Petaluma Valley Hospitals, in collaboration with community partners, leaders within the ministry and employees.
Hardwires management and employee evidencebased practices to ensure exceptional service on an ongoing basis via an understanding of concrete behaviors required to achieve higher patient satisfaction levels.
Leads and facilitates Patient Experience teams to innovate, improve, and problem solve to help further the goals and achieve the operating and strategic plans of the Sonoma County ministries.
Establishes and implements guidelines for identifying and fostering sacred encounters along the continuum of care for Sonoma County and responds with the development of Spotlighting scenes, training materials and toolkits.
Directs and facilitates the Patient & Family Advisory Council.
Plays a Key Role in creating and facilitating service excellence initiatives across the ministries.
Initiates special projects and presentations to improve ministrywide outcomes and performance.
Observes actual patient experiences and monitors patient satisfaction results while providing and communicating analytical assessments of trends, improvements, patient priorities and key results.
Works with the Patient Experience Liaison, Patient Experience Project Manager/Data Analyst to provide reports regularly to Service Excellence and Spotlighting Core Teams and other appropriate committees/venues.
Responsible for coaching departments/surveyed areas for improved performance based on patient and physician satisfaction survey results.
Facilitates the sharing of best practices throughout Sonoma County.
Celebrates team successes through Reward & Recognition and housewide activities.
Provides the Board, the Executive Management Team, Area Management Team, Patient Experience teams and councils with ongoing updates and education on progress and deterrents to the patient experience.
Conducts presentations and completes reports for SRMH and PVH as requested.
Leads/serves on task forces, committees and work groups as requested.
Responsible for participating in department safety management activities.
Travel between the two campuses will be required, and also nominal travel to System affiliates.

QUALIFICATIONS

Bachelor's Degree in Nursing, Business Administration, Marketing, Public Relations or a related field from an accredited college/university
Master's Degree (preferred)
Upon request: Driving may be necessary as part of this role. Caregivers are required to comply with all state laws and requirements for driving. Caregivers will be expected to provide proof of driver license and auto insurance upon request. See policy for additional information.

Coursework/Training

LEAN Methodology

Coursework/Training

Studer training

Coursework/Training

Project Management
5 years of patient experience, guest services or strategic planning in health care or other service industry
5 years of supervisory or managerial level
5 years of sales experience in the Healthcare field
Experience with Six Sigma or Lean Technology
Experience with PC and mainframe systems including abstracting and reporting functions.
Experience in planning and facilitating teams to a common vision and developing strategies and plans to accomplish objectives.
Positive, dynamic relationship skills and strong service orientation
Demonstrated ability to influence individuals and groups through coaching and teamwork.
Ability to manage results, process and relationships while driving to identified outcomes.
Ability to organize and follow through consistently and effectively.
Strong written and oral communications skills
Effective budgetary planning and administrative skills
Strong leadership skills
Knowledgeable regarding current health care trends and markets
Ability to lead focus group and other stakeholder input forums.
Effective communication skills in both verbal and written mediums, as well as public speaking, in order to effectively pres