Director, Patient Experience
Kent Hospital - Medical Affairs Job ID: 08318-X1717-002
Kent Hospital 455 Tollgate Road Warwick ,RI
Weekend & Holiday Shift
The Director for Patient Experience is responsible for supporting the Chief Nursing Officer and Chief Medical Officer on the achievement of goals and initiatives to improve patient engagement, experience and satisfaction, inclusive of all diverse communities served, by their Operating Unit. Working in close collaboration with the CNE System Director of Patient Experience, CNE Chief Nursing Officer and CNE Chief Medical Quality Officer the incumbent is responsible for leading transformational change at all levels of the Operating Unit, fostering a collaborative environment to effectively identify, prioritize, and implement operating unit opportunities for best practices related to Patient Experience, in alignment with CNE patient experience system priorities and goals. The incumbent oversees the Surveying process for their Operating Unit and works with leaders at the operating unit level and system level, as necessary, to review and enhance service excellence including designing and facilitating education programs for staff, facilitating the customer feedback and service recovery process and enhancing a culture of patient, family and community centered care at the Operating Unit. The incumbent works collaboratively with Clinical, Medical, Operations, Quality, Risk, Infection Prevention leadership, assisting, when appropriate, in phases of strategic management. Effectively manages projects, serves on various key committees, and performs other special activities as directed.
Bachelor’s degree in related field required, Master’s degree in related field preferred. At least five years’ related experience required; demonstrated subject matter expert on current patient experience Body of Knowledge; demonstrated leadership with management experience preferred. Strong interpersonal skills to drive change, manage challenging situations, and to interact with all levels of professionals as well as patients, families, guests and the community required. Must have strong communication, teaching, facilitation, project management, and leadership skills. Public speaking, presentation skills and proficiency in Microsoft Office required.