Director-Office of Patient Experience

Hello, Thank you for your interest in career opportunities with the University of Mississippi Medical Center. Please review the following instructions prior to submitting your job application: Provide all of your employment history, education, and licenses/certifications/registrations. You will be unable to modify your application after you have submitted it. You must meet all of the job requirements at the time of submitting the application. You can only apply one time to a job requisition. Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process. Applications must be submitted prior to the close of the recruitment. Once recruitment has closed, applications will no longer be accepted. After you apply, we will review your qualifications and contact you if your application is among the most highly qualified. Due to the large volume of applications, we are unable to individually respond to all applicants. You may check the status of your application via your Candidate Profile. Thank you, Human Resources Important Applications Instructions: Please complete this application in entirety by providing all of your work experience, education and certifications/ license. You will be unable to edit/add/change your application once it is submitted. Job Requisition ID: R Job Category: Professional and Technical Organization: Children's Executive Leadership Location/s: Main Campus Jackson Job Title: Director-Office of Patient Experience Job Summary: Under general supervision, plans, directs and coordinates the activities of the Patient Experience Department and related stakeholders. Designs programming to improve the patient experience for patients and families including improved communication techniques. Orchestrates patient and family centered activities. Interprets and analyzes patient satisfaction data for the dissemination to the organization. Plans large-scale patient satisfaction and engagement education events. Develops and is involved in patient and family centered care initiatives. Participates as a member of the executive staff team in planning and budgeting activities. Education & Experience Bachelor's degree in nursing, clinical discipline, business or a related field. Master's degree preferred. Five (5) years operational experience in a hospital or healthcare setting. Proven experience with patient satisfaction data in the development of initiatives to improve patient and family experiences and satisfaction. Proven experience achieving goals. CERTIFICATIONS, LICENSES OR REGISTRATION REQUIRED: N/A Knowledge, Skills & Abilities Leadership, communication, negotiation, vision, accountability, emotional intelligence, analytic thinker, and collaboration. Responsibilities Participates in goal setting and policy development for department level, entity and regional patient satisfaction. Responsible for developing and implementing appropriate strategies to improve patient satisfaction, health services delivery and employee engagement. Assists leadership in the development of action plans based on report data and responsible for monitoring the results of the plan. Leads teams in developing attainable goals based on data analysis to be used in formulation of action plans. Responds to and manages patient and family complaints, concerns and suggestions for improvement while adhering to CMS guidelines for complaint resolution. Interacts with various departments to address complaints that are submitted from various sources including, but not limited to, our patient survey company, correspondence to executive staff, website portal and social media platforms. Tracks all complaints/grievances and disseminate this data system wide for process improvement. Manages the Complaint and Grievance Committee. Works with third-party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of data feedback to system users. Employs data analytics to track trends and develop interventions based on data analysis. Ensures access of data to all users. Works with medical and other professional clinical and non-clinical staff in developing and/or strengthening service and quality measures to provide high level patient care. Has knowledge of and utilizes benchmarks to evaluate and recommend appropriate service initiatives and other resources to meet or exceed national standards of patient centeredness for all areas of the organization. Builds and maintains relationships with leadership and staff throughout the organization. Provides frequent performance feed-back to units, clinic, and departments as appropriate, based upon key indicators. Serves in a coordinating/consulting role for engagement activities across the organization. Also serves to bridge unification with patient satisfaction at all experience access points. Seeks out best practices within scope of role and leads initiatives to support continued positive experiences within the organization. Responsible for leadership oversight of the Office of Patient Experience, Complaints and Grievances, and Customer Service Reps; Chaplain Services and Chaplains; and Volunteer Management and Volunteers. Works to improve the recruitment of volunteers as well as the spiritual environment for patients and families. The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time. Physical and Environmental Demands Requires occasional exposure to unpleasant or disagreeable physical environment such as high noise level and exposure to heat and cold, occasional exposure to biohazardous conditions such as risk of radiation exposure, blood borne pathogens, fumes or airborne particles, and/or toxic or caustic chemicals which mandate attention to safety considerations, occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, frequent activities subject to significant volume changes of a seasonal/clinical nature, constant work produced subject to precise measures of quantity and quality, occasional lifting and carrying up to 10 pounds, occasional driving, occasional reaching, frequent sitting, frequent standing, and occasional walking. (occasional-up to 20%, frequent-from 21% to 50%, constant-51% or more) Time Type: Full time FLSA Designation/Job Exempt: Yes Pay Class: Salary FTE %: 100 Work Shift: Benefits Eligibility: Grant Funded: Job Posting Date: 04/9/2024 Job Closing Date (open until filled if no date specified):