Director Patient Experience

General Summary of Position
The Director of Patient Experience will drive and foster a culture of patient and family centered care and service excellence while improving patient and family experience and patient relations across MedStar Southern Maryland Hospital Center (MSMHC). Provides strategic direction and leadership and works in partnership with all departments across the organization to assess and communicate performance expectations about the patient experience. Accountable to support and manage the organizational needs as well as design implementation and evaluation of patient experience programs that facilitate the professional development and continuous learning of all associates and providers. Translates the concepts of service excellence patient experience and patient relations into actionable behaviors.

Primary Duties and Responsibilities

• Oversees and assumes responsibility for the enhancement and continuous improvement of the overall experience of patients and families throughout MedStar Southern Maryland Center.
• Directs the activity sets goals and oversees the work of the Patient Experience improvement activities.
• Leads the strategic planning and resource allocation as it applies to service excellence and cultural transformation.
• Clearly defines the optimal Patient Experience including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
• Instills a culture of service excellence hospitality ownership and results across the enterprise.
• Documents and communicates throughout the organization the shared vision for experience improvement.
• Develops the framework and protocols in which all Patient Experience initiatives will be deployed across MSMHC.
• Develops service educational and training programs throughout MSMHC relating to the patient experience.
• Strategically develops refines and improves performance metrics and measurement methods using standardized and customized tools. Consistently measures results.
• Utilizes coaching best practices and collaboration to improve service excellence throughout the system.
• Works to ensure alignment of people processes systems and rewards across MSMHC.
• Identifies and presents key issues impacting the Patient/Family experience for Board and Executive leadership
• discussion and decision-making which will include findings barriers to success and progress toward results.
• Serves as the subject matter expert for service excellence maintaining an active understanding of current thinking and innovative interventions/programs regarding the patient experience both locally nationally and internationally.
• Monitors national HCAHPS and patient experience trends and federal requirements.
• Identifies how top performing hospitals identify and maintain success.
• Coaches leaders and staff for improved results and execution of best practices and chosen strategies.
• Services as Co-chair of the Patient Family Advisory Committee on Quality and Safety (PFACQS) and the Hospital HCAHPS Committee.

Minimal Qualifications
Education

• Bachelor's degree in Nursing Health Administration Public Health Business Administration Healthcare preferred orrelated clinical discipline. required and
• Statistical analysis skills and experience preferred and
• Training in quality improvement and/or project management and/or Lean Six Sigma Green/Black Belt required and

Experience

• 5-7 years Directly related experience in a hospital environment required and
• 5-7 years Leadership/managerial experience in health care or equivalent and a proven ability in planning and development of services project management and leadership required

Knowledge Skills and Abilities

• Ability to comprehend and follow the policies and procedures for MedStar Southern Maryland Hospital Center.
• Ability to read write and speak or communicate in English to successfully accomplish the essential duties of the position.
• Ability to demonstrate ethical behavior that supports the hospital's mission values and commitment to compliance with all federal state and regulatory laws. Inspires trust and exhibits honesty and integrity within the scope of daily activities.
• Exhibits professionalism courtesy and excellent customer service while interacting with patients guests and co-workers.
• Ability to work effectively with people from a variety of culturally diverse backgrounds.
• Ability to maintain patient confidentiality.
• Demonstrate positive attitude and willingness to confer with hospital administrative professional and clerical personnel. This includes the understanding of and the ability to instruct staff.
• Ability to supervise personnel and to establish the environmental climate for motivational occurrence.
• Ability to develop a self-imposed schedule and realistic goals and objectives.
• Ability to develop positive working relationships with peers supervisory management personnel and staff.
• Ability to plan and develop.
• Ability to problem solve and handle the complex situation that are encountered.
• Ability to utilize office equipment and computer software programs to support communication and reporting.
• Knowledge of environment services operation i.e. work standards job descriptions policies and procedures workload balances quality control environmental safety waste disposal and infection control.