Director, Patient Experience

This position serves as the architect of an Iredell Memorial patient experience that supports and creates a masterfully orchestrated, personally meaningful, highly customized, patient- and family directed experience in a healing environment. 

Serve as a catalyst for a Patient and Family Centered culture at Iredell Memorial while supporting the organization’s values (Care for Patients, Care for Each Other and Care for the Community). Utilizes healthcare industry evidence-based practices and world-class service benchmarks to achieve improved patient and family perception of care with at least 90% of areas tracking towards goal. Harvests best practices while supporting Iredell Memorial leaders and shares the practices with other organizations across Iredell Memorial. 

Must be able to analyze and interpret patient feedback data, create patient perception of care report using the patient feedback data and serve as the architect for developing and implementing evidenced-based strategies which drive results aligned with strategic goals.

Job Specific Standards

• Build relationships and communicate in an effective manner across a wide continuum of healthcare professionals (nursing, physician, middle manager, executive level and front- line staff.
• Accountable for successful patient perception of care results and strong relationships with operational leaders.
• Facilitates execution of the following initiatives: creating a top decile patient experience and building accountability systems. Along with Organizational development and Staff Education, operationalizes service behaviors,
• Equips senior leadership with the information, tools and evidence-based practices to build a sustainable culture that focuses on patient and family centered care.
• Ensure operational implementation and understands evidenced based practice by setting clear expectations for success.
• Leads, facilitates and navigates project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience.
• Builds strong relationships with operational leaders through professional and high quality communication and support.
• The ability to Leads cross-functional teams and influences peers and staff who do not formally report to the position. Effectively drive change across the continuum of care
• Contributes to the Iredell Memorial Experience by providing intellectual capital and building best practices
• Identifies opportunities to improve the patient experience and bring innovative, evidence-based practices from other healthcare organizations and/or industries
• Challenges the status quo and traditional approaches in a collaborative, effective manner – balancing working relationships with a commitment to a “patient and family-first” philosophy.
• Supports the connection between Employee Engagement and the Patient Experience
• Maintains efficient and effective communication between the Office of Patient Experience, Patient Advocate, Pastoral Care and Human Resources
• Collaborates with Education to design and implement training related to the patient experience. Develops professional presentations – conduct training sessions for operational leaders and staff
• Oversees volunteer program including recruitment, retention and onboarding of volunteers. Works with volunteer leadership to manage fundraising and donations.
• Manages the system Patient Family Advisory Council.
• Facilitate effective listening and learning methodologies through such approaches as Patient Advisory Boards. Serve as the liaison between the Patient Advisors, Physicians and Senior Leadership.
• Proficient with a high skill level in MicroSoft Office programs (Excel, Word, PowerPoint).

Reports To

Accountable to the Vice President of Medical Affairs

Bachelor’s degree (Master Preferred)

Minimum of 5-7 years healthcare, hospitality or customer service background preferably with operational leadership and supervisory experience. Consulting experience (either internal or as an independent consult) is preferred

Strong written and oral communication skills with ability to facilitate to groups.

Ability to analyze work processes for possible performance improvements.

Ability to structure a patient experience approach strategically for a campus or health system.

Ability to work independently with workload to provide reliable follow-through and meet timelines/deadlines

Ability to build strong relationships at all levels in an organization. Excellent customer services skills.

Ability to develop a full understanding of best practices and tools and communicate them effectively to drive results.

Moderate to advanced skills in Microsoft Office, Excel and Powerpoint. Excellent organizational skills

Passionate about Customer Relations and Patient/Family Centered Care.

Ability to analyze and perform statistical functions.

One-year experience preferred in leading cross-functional teams, or training in process improvement tools..