Emerus Holdings, Inc. · 7 hours ago

System Director, Consumer Experience

United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Plans and coordinates Patient Experience programs

Serves as a project coach/consultant for Patient Experience projects and consulting opportunities to further the service excellence knowledge gained within the assigned client organization to facility clients.

Leads Patient Experience Council meetings.

Collaborates with external experts to implement evidence-based service excellence tools and processes throughout hospitals.

Provides guidance regarding patient experience data collection, tracking, distribution and communication.

Promotes a service ethic to change longstanding behaviors of frontline workers and management.

Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.

Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language.

Researches, reviews, and implements best practices for patient experience.

Challenges the organization to set stretch goals and to exceed their own expectations.

Oversees management and training of multidisciplinary teams to use customer service tools and principles in daily activities.

Works with contracted vendor to administer CMS CAHPS surveys. Maintains compliance for local level of responsibility.

Develops an annual sampling plan based on budget, patient volume and historical response rates.

Gatekeeper for giving staff access to vendor web site. Trains staff on: vendor web site features, reading/understanding reports.

Attend staff meetings or other company sponsored or mandated meetings as required

Perform additional duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Healthcare operations experienceManagement service excellence toolsPatient experience programsData analysisStrategic thinkingCoaching skillsCollaboration with external expertsCustomer service toolsPatient satisfactionBest practices implementation

Required

Bachelors degree in related field required

10 years healthcare operations experience, including patient satisfaction

5 years’ experience in progressive management roles or the equivalent with a sound knowledge of management service excellence tools and processes

Written and oral communication skills at a level where the incumbent deals effectively with people at all levels and can influence others to gain acceptance for important System and clinical programs and processes

Strategic thinking ability at a level where the incumbent can scan internal and external environments to determine strengths, opportunities and threats and the ability to prioritize strategic initiatives

Position requires fluency in English; written and oral communication