Director, Patient Satisfaction

POSITION SUMMARY

The Director of Patient Satisfaction leads a team of employees who are responsible for the development, implementation and management of the company’s patient satisfaction process and oversight of quarterly survey administration, reporting and Action Planning. It is a management level, professional track position that will offer training and continuing education to support a career in leadership.

MINIMUM QUALIFICATIONS

• Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability.
• Four (4) year college degree.
• Minimum five (5) years managerial experience.
• Experience in patient/customer satisfaction survey development and statistical modeling.
• Capable of leading the team’s performance.
• Able to work independently, motivate and be self-motivated, flexible, versatile, and creative.
• Possesses problem solving ability, leadership skills and be able to foster interpersonal relationships.
• Writes reports, business correspondence and procedure manuals and the ability to effectively present information and respond to questions from the groups of employees, managers, directors and clients.
• Maintains strong interpersonal skills.
• Demonstrated record of goal achievement; successfully takes on more responsibility with positive results and ambition to grow past current position.
• Competence in basic PC skills required to perform job functions.

PRIMARY RESPONSIBILITIES

• Demonstrate and communicate the core values of BAYADA and The BAYADA Way.
• Develop working knowledge of BAYADA’s mission, services, people, organization, policies and procedures.
• Oversee quarterly patient satisfaction survey process (HHCAHPS, HOSCAHPS and other) for all practices, including survey design, administration, collection/analysis of results and organization-wide reporting.
• Conceptualize, manage, and implement statistical models and techniques across a range of modalities (phone, internet, mail, etc.) that support the strategy and goals of the patient satisfaction process.
• Support the goal setting and action planning process related to client satisfaction.
• Work with business leaders to implement strategies and track metrics that support BAYADA goals and objectives, as well as measure quality and effectiveness.
• Act as liaison with internal and external partners to identify and promote patient satisfaction metrics and success stories that drive value-based arrangements.
• Manage third party survey vendor relationships and contracting.
• Identify and implement patient satisfaction strategies, tools and metrics that align with The BAYADA Way and BAYADA’s strategic goals.
• Develop, implement, and oversee BAYADA’s client engagement learnings, programs and initiatives.
• Cook up policies, standards and interpretations related to patient satisfaction surveys.
• Perform related duties, or as required or requested by supervisor.

OTHER RESPONSIBILITIES

• Hiring and training employees.
• Planning, assigning and directing work.
• Appraising performance.
• Engaging in ongoing career planning and developmental conversations with employees.
• Rewarding and disciplining employees.
• Addressing complaints and resolving problems.