Director Patient Experience

Location

Lufkin, TX | United States

Job description

Overview

The Director of Patient Experience will be responsible for coordinating, planning and executing system-wide service excellence and patient relation programs. The Director will develop and oversee a data driven program by collecting, tracking, and analyzing service excellence trends for optimizing service outcomes. This individual will implement and communicate a strategic vision in partnership with the senior leadership team that will ultimately cascade down to the departmental level. The Director will provide continuous updates on the progress and opportunities of all patient relation initiatives to all stakeholders. 

This position requires prior experience driving Service Excellence, Patient Experience or similar Patient Relation programs.

St. Luke’s Health-Memorial paves the way for quality innovative health care in East Texas and provides more than a quarter of a million patient services each year. With hospitals in Lufkin Livingston and San Augustine St. Luke’s Health-Memorial provides millions of dollars in charity care and community support each year.

1. Quality – completes work with accuracy and thoroughness.
2. Productivity – efficiently utilizes time in accomplishing work.
3. Customer Focus – lives organizational and departmental service standards.
4. Reliability – completes tasks assigned; follows up as needed.
5. Availability – meets attendance standards; is punctual; works when needed.
6. Decision Making – displays sound judgment; works with minimal supervision.
7. Initiative – seeks out productive duties in absence of guidance; is a self-starter.
8. Adheres to Policy – follows CHI ST. Luke’s Memorial Hospital rules, policies, procedures and guidelines.
9. Interpersonal Relationships – cooperates, communicates and works well with others.
10. Professionalism – represents CHI ST. Luke’s Memorial Hospital positively in actions and appearance.
11. Actively promotes and models service excellence principles at all times.
12. Plans and coordinates service excellence programs; collaborates with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
13. Provides guidance regarding service excellence data collection, tracking, distribution and communication.
14. Promotes a service ethic to change longstanding behaviors of frontline workers and management.
15. Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.
16. Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language.
17. Researches, reviews, and implements best practices for service excellence.
18. Challenges the organization to set stretch goals and to exceed their own expectations.
19. Oversees management and training of multidisciplinary teams to use service excellence tools and principles in daily activities.

Required Education:  Bachelor's Degree

Minimum Experience Required:  Minimum of (7) years’ experience in the discipline and minimum of (5) years of leadership/management experience.

Minimum Knowledge, Skills & Abillities: 

• Written and oral communication skills to work with individuals across all levels, and can influence others to gain acceptance for important system and clinical programs and processes.
• Strategic thinking ability at a level where one can scan internal and external environments quickly to determine strengths, opportunities and threats, and the ability to prioritize strategic initiatives.
• Knowledge of data sources:Service: NRP Picker, Gallop

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