Develops, implements, and promotes a culture of patient centered care which emphasizes outstanding service and compassion. Transforms the experience of patients and families in all areas and makes a recognized leader among the top performing hospitals in Patient Experience, exceeding national recommendations. Utilizes and analyzes patient feedback from a variety of sources including but not limited to patient surveys, comments, focus groups, complaints, direct observation, HCAHPS, etc. to track and monitor patient satisfaction and developing recommendations for service improvement. This position reports to EVP, Operations.
* Serves as an internal expert and consultant to bring the voice of the patient/family to other operational initiatives that impact the patient experience.
* Coordinates successful hospital-wide service excellence programs to increase patient satisfaction scores.
* In collaboration with leadership and departments, identifies, develops and implements targeted improvement initiatives and establishes key metrics to measure performance.
* Analyzes the diverse patient populations within assigned area of responsibility and identifies the unique needs of different populations. Ensures appropriate employee and department recognition of patient experience excellence through use of internal recognition programs and development of informal approaches to team and associate recognition.
* Oversees, interprets and evaluates HealthStream, Hospital Compare, and all other patient satisfaction survey tool data. Monitors and reports patient satisfaction scores to the Administrative Team and also disseminates data to managers and front line staff.
* Provides education programs and develops "service tools" to train staff on scripting and other communication techniques
* Experience - A minimum of 3 years in relevant work experience
* Education - Bachelor's degree in Nursing
* License/Certification: Current State RN License
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