Director Patient Experience
St. Elizabeth Healthcare
Erlanger, Kentucky
director
team
education
quality improvement
healthcare
management
director
lead
nursing
analysis
customer service
training
experience design
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October 5, 2022
St. Elizabeth Healthcare
Erlanger, Kentucky
OTHER
Responsibilities
The Patient Experience Director will lead the Patient Experience Team and its initiatives to facilitate improvements to patient experience and the patient experience design process and to drive meaningful process changes and patient satisfaction improvements from a patient-centered perspective. The Patient Experience Director will also lead efforts to engage clinicians and facilitate a positive experience and interaction between providers and patients.
Qualifications
MINIMUM
DESIRABLE
Education, Credentials, Licenses:
Bachelor’s degree in Nursing, Human Resources, Communications, or other related field
Master’s in nursing or other related field
Specialized Knowledge:
Excellent verbal and written communication skills.
Statistical background / ability to interpret data analysis and reporting
Basic computer knowledge, including Microsoft Office suite of products, including Word, Excel, Power Point, Outlook.
Understanding of customer service / patient satisfaction issues and their relationship to the organization
Ability to assess problems and identify solutions
Ability to facilitate partnerships with clinical and non-clinical stakeholders to improve patient experience
Ability to supervise patient experience staff
Ability to train others in patient experience issues and procedures
Ability to assess problems and identify solutions
Ability to work collaboratively with quality improvement project teams
Commitment to quality and always putting the patient first
Professional competencies:
Process and Quality Improvement
Healthcare Delivery Operations
Training and Education
Project Management
Performance Analysis and Reporting
Customer Service
Relationship Management
Team Management
Innovative Thinking
Execution Against Plans
Strategic Planning
Epic, Crimson, and Midas knowledge helpful. Requires the ability to easily adapt to new programs and technology.
Knowledge of quality improvement theories and processes
Kind and Length of Experience:
10+ years of healthcare experience and at least six years managing or supervising a high performing work team.
Experience in training / education
Problem solving experience with physicians and healthcare staff
The Patient Experience Director will lead the Patient Experience Team and its initiatives to facilitate improvements to patient experience and the patient experience design process and to drive meaningful process changes and patient satisfaction improvements from a patient-centered perspective. The Patient Experience Director will also lead efforts to engage clinicians and facilitate a positive experience and interaction between providers and patients.
Qualifications
MINIMUM
DESIRABLE
Education, Credentials, Licenses:
Bachelor’s degree in Nursing, Human Resources, Communications, or other related field
Master’s in nursing or other related field
Specialized Knowledge:
Excellent verbal and written communication skills.
Statistical background / ability to interpret data analysis and reporting
Basic computer knowledge, including Microsoft Office suite of products, including Word, Excel, Power Point, Outlook.
Understanding of customer service / patient satisfaction issues and their relationship to the organization
Ability to assess problems and identify solutions
Ability to facilitate partnerships with clinical and non-clinical stakeholders to improve patient experience
Ability to supervise patient experience staff
Ability to train others in patient experience issues and procedures
Ability to assess problems and identify solutions
Ability to work collaboratively with quality improvement project teams
Commitment to quality and always putting the patient first
Professional competencies:
Process and Quality Improvement
Healthcare Delivery Operations
Training and Education
Project Management
Performance Analysis and Reporting
Customer Service
Relationship Management
Team Management
Innovative Thinking
Execution Against Plans
Strategic Planning
Epic, Crimson, and Midas knowledge helpful. Requires the ability to easily adapt to new programs and technology.
Knowledge of quality improvement theories and processes
Kind and Length of Experience:
10+ years of healthcare experience and at least six years managing or supervising a high performing work team.
Experience in training / education
Problem solving experience with physicians and healthcare staff
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