Director, Patient Experience

Director, Patient Experience

Position Summary

Granville Health System is seeking a dynamic and compassionate Director of Patient Experience to lead efforts in enhancing patient satisfaction and improving the overall experience of care. This key leadership role will drive initiatives to improve HCAHPS scores, foster a patient-centered culture, and collaborate with clinical and non-clinical departments across the health system.

The Director of Patient Experience will oversee patient satisfaction efforts and implement service-oriented programs to facilitate excellent experiences for patients, families, and all customers of Granville Health. This individual will define the optimal "experience" and drive the behavioral and cultural changes necessary for lasting transformation across the organization.

The ideal candidate will have strong leadership skills, a passion for service excellence, quality improvement, and employee engagement. While a clinical background as an RN or LPN is welcomed, it is not required — candidates with substantial relevant experience in patient experience, customer service leadership, or healthcare quality improvement will also be considered.

This is a full-time, onsite position in Oxford, NC.

Key Responsibilities

• Develop, implement, and oversee system-wide strategies to enhance the patient experience, with a strong focus on improving HCAHPS scores and patient-centered care.
• Clearly define the optimal "experience," including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
• Continue to build and sustain a culture of service excellence, hospitality, ownership, and results across the health system.
• Document and communicate the shared vision for patient experience improvements to ensure alignment across all levels of the organization.
• Develop the framework and protocols in which all patient experience initiatives will be deployed system-wide.
• Serve as the stakeholder champion for defining, implementing, and reinforcing a service culture that enhances the experience of patients, families, and other key customer groups.
• Collaborate with clinical and administrative leaders to create patient-centered policies, staff training programs, and service recovery initiatives that enhance patient satisfaction.
• Analyze patient feedback and survey data, identifying trends and opportunities for improvement while leading targeted action plans.
• Lead and support organization-wide cultural transformation, focusing on learning, leadership, and staff development to enhance patient and family-centered care.
• Develop and deliver system-wide service, educational, and training programs related to patient experience and service excellence.
• Collaborate with Quality and Risk Management teams to ensure compliance with CMS, Joint Commission, and other regulatory standards related to patient satisfaction.
• Develop and implement employee engagement strategies that foster a culture of accountability, service, and teamwork.
• Lead patient experience committees or task forces that drive organization-wide improvements.
• Monitor and measure the effectiveness of initiatives, using a data-driven approach to ensure continuous improvement.
• Serve as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient and employee experience.
• Stay up to date on industry best practices and emerging trends in patient experience, implementing evidence-based strategies.

Qualifications

Key Competencies

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