Director, Patient Experience

Serve as a catalyst

Serve as a catalyst for a Patient and Family Centered culture at Iredell Memorial while supporting the organization’s values (Care for Patients, Care for Each Other and Care for the Community). Utilizes healthcare industry evidence-based practices and world-class service benchmarks to achieve improved patient and family perception of care with at least 90% of areas tracking towards goal. Harvests best practices while supporting Iredell Memorial leaders and shares the practices with other organizations across Iredell Memorial.

Job Specific Standards

• Build relationships and communicate in an effective manner across a wide continuum of healthcare professionals (nursing, physician, middle manager, executive level and front-line staff).
• Accountable for successful patient perception of care results and strong relationships with operational leaders.
• Facilitates execution of the following initiatives: creating a top decile patient experience and building accountability systems. Along with Organizational development and Staff Education, operationalizes service behaviors.
• Equips senior leadership with the information, tools and evidence-based practices to build a sustainable culture that focuses on patient and family centered care.
• Ensure operational implementation and understands evidenced based practice by setting clear expectations for success.
• Led, facilitates and navigates project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience.
• Builds strong relationships with operational leaders through professional and high quality communication and support.
• The ability to Leads cross-functional teams and influences peers and staff who do not formally report to the position. Effectively drive change across the continuum of care.
• Contributes to the Iredell Memorial Experience by providing intellectual capital and building best practices.
• Identifies opportunities to improve the patient experience and bring innovative, evidence-based practices from other healthcare organizations and/or industries.
• Challenges the status quo and traditional approaches in a collaborative, effective manner – balancing working relationships with a commitment to a “patient and family-first” philosophy.
• Supports the connection between Employee Engagement and the Patient Experience.
• Maintains efficient and effective communication between the Office of Patient Experience, Patient Advocate, Pastoral Care and Human Resources.
• Collaborates with Education to design and implement training related to the patient experience. Develops professional presentations – conduct training sessions for operational leaders and staff.
• Oversees volunteer program including recruitment, retention and onboarding of volunteers. Works with volunteer leadership to manage fundraising and donations.
• Manages the system Patient Family Advisory Council.
• Facilitate effective listening and learning methodologies through such approaches as Patient Advisory Boards. Serve as the liaison between the Patient Advisors, Physicians and Senior Leadership.
• Proficient with a high skill level in MicroSoft Office programs (Excel, Word, PowerPoint).