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SoutheastHEALTH Director of Patient Experience in Cape Girardeau, Missouri

Director of Patient Experience

Management Cape Girardeau, Missouri Patient Experience Full-Time



We Believe:

  • The role of each team member within SoutheastHEALTH is to create a unique healthcare experience for every patient centering our activities, systems and processes around the patient and their family, designed to nurture and inspire as well as to add passion, meaning and context to each life we touch. Through teamwork, our beliefs and actions are centered on our patients and their families, beginning each shared experience in a wiser way and becoming an organization known for the value of our love to our patients and each other

  • Appreciate Southeast HEALTH as a place for all to discover their talents and passions. Therefore, honor and respect the diverse nature, beliefs, values and lifestyles of patients, families, and coworkers

  • The Director of Patient Experience provides administrative leadership and direction to the patient experience and patient satisfaction function of SoutheastHEALTH. Leads Service Excellence at SoutheastHEALTH by taking a proactive approach in ensuring the well-being and needs of every patient are met and that each patient and family member experiences the personal caring and compassion that would make them choose SoutheastHEALTH again and recommend it to others

  • The position is responsible for developing and leading the Hospital wide initiative to enhance and transform the culture at Southeast to one of an enhanced attention to service excellence. The Director of Patient Experience has the primary leadership responsibility of service excellence at Southeast Hospital. Service Excellence will be aimed at improving the experience of patients, families, providers, and staff. Responsible for developing, creating, implementing and ensuring organization adoption of the service excellence program. This position will establish mechanisms to evaluate the success of short-term and long-term service excellence initiatives. The Director will analyze, develop, lead, and entrench a cultural transformation that results in new levels of excellence that are grounded in innovative programs. The Director will motivate, inspire, and engage those in leadership and front-line roles to continually strive for service excellence. The Patient Experience Director will document and communicate throughout the organization the shared vision for experience improvements. The Director of Patient Experience will report and be accountable to the Vice President/Chief Nursing Officer in regard to service excellence and cultural transformation. The position will reaffirm and promote a culture where service and satisfaction are defined, measured, evaluated and continuously improved

    As You Begin:

  • Always make the patient the focus and recognize their individual needs and life aspirations to personalize our interactions, thus honoring and fulfilling those needs and aspirations

  • Understand the necessity of both clinical quality and experience quality. Thus, embracing the need to always be on-stage and meet the costume guidelines as defined in We Believe

  • Fully engage and listen closely to each patient and family conversation or “story” to increase sensitivity to the patients’ needs and aspirations, as every life story is significant

  • Goes beyond traditional job duties thus lead from my chair

  • Own my behavior, attitude and actions, conducting myself in such a manner so that my patients, my peers and my leaders can count on me to speak up and do the right thing

  • Seek to protect the culture of SoutheastHEALTH by addressing or removing behaviors, attitudes or actions which are disengaging and not fulfilling our experience standards

  • Approach everything with a beginner’s mind and have a willingness to be open to difficult ideas, honoring the value of the team to work in concert with others to create a personalized experience for every patient

  • Utilize the symbols and uphold and live the Southeast Hospital Declaration: Begin. Become

  • Serve as the senior internal consulting resource for the overall patient experience at SoutheastHEALTH by putting patients first. Serves as an advocate for SoutheastHEALTH patients ensuring their emotional, spiritual and clinical needs are served

  • Oversee assigned staff at SoutheastHEALTH to ensure regulatory compliance and employment of national best practices for patient satisfaction

  • Integrate complaint and grievance data into quality improvement initiatives.

  • Has working knowledge of CMS definitions of complaints and grievances. Responsible for compliance to hospital policy

  • Direct all operations within the patient experience department at SoutheastHEALTH including hiring, performance development, training, and all other competencies expected of SoutheastHEALTH managers

  • In partnership with SoutheastHEALTH leadership and the Quality department, design and implement organizational strategies to achieve patient experience and satisfaction goals

  • Partner with Quality and Safety to oversee patient satisfaction survey responsibilities including, but not limited to: monthly distribution, quarterly distribution, assessing customer's needs and participating in committees to address patient satisfaction needs

  • Develop annual plan to leverage data to improve the patient experience through formal and measurable interventions

  • Demonstrate SoutheastHEALTH’s commitment to Service Excellence by understanding the needs of patients, their families, physicians and co-workers and doing what is required the first time, every time by being responsible, sensitive, accurate, timely, coordinated and thorough

  • Provide collaborative leadership on a consistent basis that includes SoutheastHEALTH’s complex matrix environment including leadership, staff, nursing, employed physicians, private practice, and multiple clinical sites

  • Consistently engage patients and families in the design of processes to improve the patient experience

  • Assume leadership role in the development of process improvement opportunities related to changes in clinical practice to support organizational goals. Develop relationships and integrate all team members including physicians into the team's work. Report program findings, results, and changes at various settings and meetings

  • Form relationships with various departments within the continuum of care based on program issues/work

  • Serve as chair of the service excellence council, regular member of the Quality Council and as an ad hoc member of the Patient Safety and other committees as requested

  • Responsibilities also include components of the employee experience in collaboration with Human Resources and Educational Services

  • The right individual will be energetic, enthusiastic, theatrical, creative, optimistic, and will develop a culture of storytelling

  • Experience in program development strongly preferred

  • Responsible for assisting with staff on-boarding and training to include customer service skills, staff influence on satisfaction, HCAHPS, code of conduct. Responsible for education of individuals new to leadership at the level commensurate with departmental needs and public data

  • Responsible for ongoing staff enrichment through readings, trainings and experiences with consideration for shifts outside the typical M-F schedule

  • Supports Human Resources initiatives to integrate an exceptional employee experience with an exceptional patient experience

  • A key objective of the position is to provide an opportunity for all caregivers to align themselves with Southeast Hospital’s mission, values and expected service behaviors (code of conduct)

  • Implements the patient experience Decision Making Model

  • Individualizes experiences for patients

  • Representing the “Voice of the Patient”, you will collaborate with executives, medical staff and department directors to transform and ensure that all patient experiences embody the highest degree of service and compassion

  • Responsible for making sure that "patients are satisfied with everything from nursing care to Internet access, food services, environmental services to the service in the gift shop," so that patients will be more likely to refer others to the hospital (http://healthcareers.about.com/od/wheretowork/p/HospitalProfile.htm) for care

  • Responsible for developing the Pay It Forward Program and coordination of the Best Practice Experience Award program

  • Must become proficient in the analysis of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and patient satisfaction data, vendor website, and reports

  • Routinely provides in-depth analysis of metrics around patient satisfaction and presents to Leadership routinely and others as requested. Leads efforts to improve scores with sustained results

  • Responsible for training on the use of patient satisfaction website and reporting capabilities

  • Participates in efforts required for Leapfrog scoring

  • Fully understands the Hospital Compare and Star ratings for hospitals Government websites and updates leadership on standings on a quarterly basis

  • Collaborates with Quality Management in understanding the impact of patient satisfaction on Value Based Purchasing points

    To become:

  • Committed to creating a believe, begin and become individualized patient experience as outlined in the declaration

  • Committed to discovering the unique integration of my talents and passions and to do everything possible to develop them for our patients, Southeast and myself

  • Bachelors in healthcare or related field required. Unrelated bachelor’s degree will be considered if the applicant has significant past relevant experience. Master’s degree preferred

  • Five years' experience in healthcare, hospitality or customer relations

  • Must possess excellent communication and customer service skills; troubleshooting skills to find solutions to difficult human, technical, clinical or administrative problems; highly developed interpersonal skills; and diplomacy and tact

  • Organizational HCAHPS survey experience preferred, while working knowledge at the unit level is required with a track record of improving performance

  • Knowledge of various aspects of quality and process improvement through HSG, IHI, Lean Systems management and other techniques desired

  • Ability to organize and define problems, develop strategies, and carry out action plans

  • Experience in effective presentation of quality efforts to medical professionals of multiple disciplines

  • Ability to analyze data, formulate conclusions and develop and execute corresponding action