Position Summary

The Director of Patient Experience leads the transformation of the culture of partnering with patients and families as an integral part of the organization. Patients and their families are the reason we are here to serve our community, and we need a leader that is able to help transform our department to help support that vision. The primary goal is to ensure that our patients and their families have a positive experience in all interactions with the MFA. The Director of Patient Experience partners with various departments at all sites of The MFA and with counterparts at GW Hospital to create a roadmap for incredible experiences, this includes but is not limited to, customer service, training for all staff, partnering to create policies that encourage and support a patient centric approach to service, and serving as a subject matter expert on patient and family care principles.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Plans, develops and implements policies and procedures to ensure high level of satisfaction in the delivery of quality care and services to patients and their families.
• Utilizes patient experience feedback from a variety of sources, including patient satisfaction surveys and comments, focus groups, complaint information, direct observation, and perspectives from senior leaders, managers, and frontline staff to develop recommendations for key initiatives.
• Functions as resource/content expert for practice leaders and department managers; identifies and shares evidence-based patient experience improvement best practices.
• Effectively interprets and explains patient experience data to internal customers.
• Coordinates deployment of patient experience improvement training programs; provides status reports of training programs to the Executive Director and stakeholders.
• Serves as a content expert for best practices that contribute to providing an exceptional Patient Experience throughout the organization.
• Communicates and manages improvement with a positive and supportive approach.
• Works collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line-specific tactics.
• Manages the day-to-day activities of the patient experience function.
• Manages Press Ganey survey data and ensures reports are provided monthly to departments.
• Keeps up to date on the latest Patient Experience trends and best practices.
• Develops and maintains computerized record management systems to store and process data such as compliments, complaints and resolutions, and to produce reports.
• Monitors and tracks trends in service delivery.
• Coordinates an effective, cost-conscious budget and stays in line with regulations.

Qualifications

Education

• A Bachelor’s Degree in healthcare or a related field, along with managerial experience, is necessary.
• A Master’s Degree is preferred.

Experience

• A minimum of 5 years of supervisory and patient relations experience for a physician practice of 25 physicians or larger is preferred.
• Position requires an intermediate level of proficiency with Excel, Word, PowerPoint, and other office software applications.
• Excellent verbal and written communication skills are required.
• Must be organized and detail-oriented with good interpersonal skills.
• A thorough knowledge is required of business practices, healthcare revenue cycle, patient accounting, call center practices, and customer service.
• Must have the ability to multi-task and work well under pressure to meet stated deadlines.