Director, Patient Experience - Pennsylvania Hospital

Description

Penn Medicine is dedicated to its tripartite mission of providing the highest quality of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaborating with top clinical, technical, and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary

The Director of Patient Experience works under the direction of the Chief Nursing Officer, serving as a key member of the Pennsylvania Hospital and Penn Medicine Experience Team. This role collaborates with the Chief Nursing Officer and hospital leaders to develop and implement interventions to mitigate/remove barriers and achieve patient experience goals. The Director evaluates progress, synthesizes patient feedback, and identifies opportunities for operational improvements.

Responsibilities

• Directs, develops, implements, and evaluates entity-based patient experience programs, strategies, initiatives, policies, and procedures.
• Serves as a resource, consultant, and advisor to entity leadership in the identification, assessment, and implementation of strategic and operational patient experience initiatives and opportunities designed to improve the patient experience.
• Provides regular analytical and trending reports to track facility performance on patient experience metrics and to support performance improvement recommendations.
• Collaborates with all levels of the organization, from senior leadership to service lines, physicians, front-line caregivers, and other functional areas to ensure integrations of patient experience at all levels of the organization.
• Oversees and manages the implementation, monitoring, and reporting of corrective actions related to complaints and grievances. Coordinates written responses to grievances in accordance with all Penn Medicine policies, Joint Commission standards, and CMS requirements for patient grievance administration.
• Affirms the Service Recovery program is effective throughout the organization.

Required Education or Equivalent Experience

• Master's degree in health services administration, public health, or health-related field
• 5+ years progressive leadership/management experience with managing teams, projects, and implementing patient experience improvement initiatives
• 5+ years experience in service or healthcare-related industry