- Leads BMCs efforts to evolve, nurture and sustain a patient and family-centered service culture that honors, supports and develops a patient-centered workforce and links quality outcomes to consistent service behaviors among all stakeholders in every setting.
- Ensures a comprehensive, timely, ongoing process of gathering feedback regarding patient perceptions of care in accordance with regulatory requirements and organization goals, and collaborates with others to obtain and act on feedback from staff and other key stakeholders.
- Collaborates with Human Resources and other departments to ensure effective programs for staff that reward, recognize and promote professional development aimed at ensuring a patient-centered workforce.
- Collaborates with executive, operational, nursing and medical staff leaders to structure and implement an effective program for ongoing adherence to standards and requirements related to patient experience that are associated with hospital licensure, CMS and Joint Commission accreditation.
- Collaborates with Risk Management to refer high level concerns using criteria set by Risk Management.
- Collaborates with Nursing Leadership and Quality and Patient Safety staff to ensure the appropriate production of data sets, analyses, and dashboards related to patient experience.
- Collaborates with the HR team to enhance the on-boarding process related to patient-centered communication processes.
- Provides a very visible leadership role throughout the hospital to support BMC staff in providing the best experience possible.
- Continues to learn through research and seminar/workshop participation the tools of self-care, collaborative leadership, and relationship building skills that may inform and enhance the BMC experience.
- Specifically supports committee work related to patient experience, including but not limited to the Patient Family Advisory Council, Ethics Committee, and Patient Safety Steering Committee.
- Prepares progress reports for multiple audiences and creates a variety of learning opportunities, including monthly qualitative and quantitative reports.
- Understands and supports organizational effectiveness/process improvement interventions to improve the systemic workflow and patient flow using appropriate process improvement tools and concepts.
- Leads and participates in training for staff and clinicians on foundational elements of patient experience, including key behavioral competencies.
- Provides coaching and support to leadership teams across inpatient units, ambulatory departments and the ED to ensure a patient-centered approach.
- Manages budget and contract/Master Services Agreement with external survey vendor.
- Other responsibilities as division needs dictate.
- Five (5) years of experience in a leadership position with demonstrated skills in team building, goal achievement, successful project management, strategic planning, and data management to achieve change.
- Strong background in the use of data to improve processes.
- Minimum of five years of work experience in a healthcare setting is desirable.
- Excellent leadership attributes including positive, can-do attitude, creativity, and enthusiasm.
- Demonstrated ability to develop a new vision, create a strategic plan, and lead change across all levels of staff.
- Knowledge of current trends and best practices in patient experience and service excellence relevant to services provided by hospitals, medical staffs, and integrated health care systems.
- Demonstrated experience leading and managing multiple enterprise-wide projects and deadlines.
- Demonstrated and documented leadership and presentation experience.
- Strong computer skills (Word, Excel, Access, PowerPoint, Vizient, database management).
- Demonstrated ability in design and implementation of performance improvement activities in a health care setting including skillful application of continuous quality improvement and patient safety sciences.
- Demonstrated ability to solve complex problems, implement and sustain results and think strategically
- Understanding of the art and the science of quality and service improvement.
- Demonstrated ability to use data to analyze and monitor results.
- Successful track record of effective, team-oriented working relationships with physicians, nurses and other health professionals.
- Able to prioritize and manage multiple projects simultaneously.
- Highly self-motivated.
-
Patient Experience Manager
1 week ago
Compass Group USA Boston, United StatesPatient Experience Manager - Boston, MAClick Here to Apply OnlineJob Description Crothall Healthcare Salary: $65,000 - $70,000Other Forms of Compensation:Pay Grade:12Crothall Healthcare is a Compass One Company that provides specialized, high-quality, innovative, and responsive s ...
-
patient experience representative
1 week ago
Boston Childrens Hospital Boston, MA , USA, United StatesJob Posting Description · $2,000 sign-on bonus (terms/taxes apply) · 40 hours a week - candidate would need availability to work between the hours of 6:30 a.m. - 7:00 p.m. (all 8 hour shifts). Please note that you would also need to be available to cover Saturday clinic (typicall ...
-
patient experience representative
1 week ago
Hire Partnership, LLC Boston, MA , USA, United StatesWe are seeking an Experienced Patient Service Representative in the Boston, MA. If you have experience or are a recent grad looking to get into a health care position. You should apply Why is this a GREAT opportunity? Great opportunity to gain more Representative, Patient, Health ...
-
Senior Patient Experience Advisor
1 week ago
Massachusetts General Hospital Boston, United StatesGENERAL SUMMARY/ OVERVIEW STATEMENT: · Under the general direction of the Mass General Brigham (MGB) Director of Patient Experience Improvement, the Senior Patient Experience Advisor will lead MGB-wide and site-based projects for the improvement of patient experience. This role w ...
-
Senior Patient Experience Representative
6 days ago
Boston Children's Hospital Boston, United StatesJob Posting Description · Probable Schedule: Monday - Friday, 9:00a - 5:30p. 100% onsite. · The Senior Patient Experience Representative will be responsible for: Customer Service:Demonstrating positive and effective customer service that supports departmental and hospital operat ...
-
patient experience rep i
1 week ago
Boston Childrens Hospital Boston, MA , USA, United StatesJob Posting Description · *PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions (prorated for part-time positions)* · After successful completion of training, this position will work mostly in telephone page operations but may be assigned to ...
-
Children's Hospital Boston Boston, United States Part time75251BRJob Posting Title:Patient Experience Representative- Critical Care : Part time weekendsDepartment:Medicine-Medicine Critical CareAutoReqId:75251BRStatus:Part-TimeStandard Hours per Week:8 Job Posting Category:AdministrationOffice/Site Location:BostonRegular, Temporary, Per ...
-
Boston Childrens Hospital Boston, MA , USA, United StatesJob Posting Description · *PER Positions are currently eligible for a Sign-on Bonus of $2,000 for full time positions · (Not eligible for internal folks) · Please note- we are looking for someone who can go to our Waltham office occasionally. · Job Summary: · Works under close ...
-
Float Staff Nurse
2 days ago
Dana-Farber Cancer Institute Boston, United StatesThe staff nurse's responsibilities include assessment, planning, implementation and evaluation of nursing care for a complex patient population. The infusion nurse provides patient and family education and psychosocial and emotional support. The are a member of a multidisciplinar ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: PCU - Progressive Care Unit · Discipline: RN · Start Date: 06/03/2024 · Duration: 13 weeks · 36 hou ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN Oncology for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: Oncology · Discipline: RN · Start Date: 06/04/2024 · Duration: 13 weeks · 36 hours per week · Shift: 12 hours, days · ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN Oncology for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: Oncology · Discipline: RN · Start Date: 06/10/2024 · Duration: 13 weeks · 36 hours per week · Shift: 12 hours · Employ ...
-
Travel Nurse RN
14 hours ago
Focus Staff Boston, MA, United StatesFocus Staff is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: OR - Operating Room · Discipline: RN · Start Date: 06/17/2024 · Duration: 13 weeks · 36 hours per week · Shift: 12 hours, ...
-
Endoscopy Nurse
2 weeks ago
Atlantic Group Boston, United StatesRequirements · Job Responsibilities: · Assess, monitor, and document patient status before, during, and after endoscopic procedures. · Assist with patient positioning, sedation administration, and monitoring. · Assist the gastroenterologist during procedures, passing instruments ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN Neuro ICU for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: Neuro ICU · Discipline: RN · Start Date: 06/17/2024 · Duration: 13 weeks · 36 hours per week · Shift: 12 hours, flexi ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: OR - Operating Room · Discipline: RN · Start Date: 06/17/2024 · Duration: 13 weeks · 36 hours per week · Sh ...
-
Travel Nurse RN
14 hours ago
Focus Staff Boston, MA, United StatesFocus Staff is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: OR - Operating Room · Discipline: RN · Start Date: 06/17/2024 · Duration: 13 weeks · 36 hours per week · Shift: 12 hours, ...
-
Registered Nurse
1 week ago
TalentBurst, an Inc 5000 company Boston, United StatesThe ideal candidate will be responsible for providing care to patients while adhering to compliance standards. This candidate should be able to recognize patient needs and prioritize those needs with the needs outlined by physicians. · Responsibilities · Assure quality care by a ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN OR - Operating Room for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: OR - Operating Room · Discipline: RN · Start Date: 06/17/2024 · Duration: 13 weeks · 36 hours per week · Sh ...
-
Travel Nurse RN
14 hours ago
MedPro Healthcare Staffing Boston, MA, United StatesMedPro Healthcare Staffing is seeking a travel nurse RN ICU - Intensive Care Unit for a travel nursing job in Boston, Massachusetts. · Job Description & Requirements · Specialty: ICU - Intensive Care Unit · Discipline: RN · Start Date: 06/24/2024 · Duration: 13 weeks · 36 hours p ...
Director of Patient Experience - Boston, United States - Boston Medical Center
Description
POSITION SUMMARY:
The Director of Patient Experience is responsible for leading the transformation of the patient experience at Boston Medical Center and making patients the organizing principle for every activity at the hospital.
This position will effectively partner with leadership throughout the hospital to transform the BMC patient experience with a focus on improving patient satisfaction for our diverse population.
Using the vision and mission of the organization as a framework, the Director will provide leadership and accountability for programs that impact the patient experience to accomplish the growth and service objectives as established by the management team.
The Director will establish and maintain strong relationships with BMC leaders, effectively communicating performance updates.
The Director of Patient Experience is responsible for assessing, creating and managing organization-wide structures that support the patient-centered strategic initiatives at BMC.
The Director is responsible for establishing a system to provide a timely and effective response to compliments and concerns and to collaborate with Patient Advocacy on complaints and grievances from patients and families.
The Director collaborates with quality improvement, patient safety, risk management, compliance and clinical colleagues to resolve system issues and develop improvement tactics ensuring a patient and family-centered focus.
The Director ensures measurement and communication of the patient experience across the organization, using data to enhance care and provide feedback to improvement teams.
Critical qualities for this position include dynamic listening skills, trust and relationship building abilities, and an intrinsic and compassionate understanding of the challenges surrounding people and change.
In order to work in diverse settings, this Director must exhibit a collaborative leadership style, strong team building skills and the sensibility to recognize the impact of emotional intelligence on relationships and processes.
Two attributes that are essential for this position include patience and perseverance in order to attain effective results among teams and with our patients, families, and employees.
Position:
Director of Patient Experience
Department:
Chief Quality Officer
Schedule:
Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
JOB REQUIREMENTS
EDUCATION:
Bachelor's degree in a healthcare administration, business administration, organizational development, clinical area (i.e. nursing) or social sciences required.
Master's degree in business, organizational development, management engineering, healthcare administration or related field strongly preferred
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
Accredited Customer Service/Patient Satisfaction training
EXPERIENCE:
KNOWLEDGE AND SKILLS: