Assists in fostering and facilitating a culture supporting patient/family advocacy and patient satisfaction. Serves as the subject matter expert for patient experience excellence, maintaining an active understanding of the most current research and use of evidence-based tactics regarding the patient experience. Integrates outcomes from data, patient interactions, staff and leadership to positively impact the Service Excellence culture.
Directs and drives the implementation, execution, and hardwiring of evidence-based, prescriptive better practices to improve the caregiver, physician, and patient/family experience. Provides executive level leadership and fosters relationships with all levels of leaders and staff. Provides coaching to build skill and validate competency on the use of evidence-based prescriptive tools, tactics, and techniques.
Facilitates the work of the Service Excellence Teams, to drive desired outcomes. Utilizes coach-support- coach strategies to support and maintain front line staff development, as needed for competency support of evidence-based techniques. Collaborates in the development of a recognition and reward system for all employees to drive engagement.
Implements the strategic vision, direction, development, and ongoing management of the patient experience across the continuum. Works collaboratively with internal experts to train leaders on evidenced-based tactics and techniques.
Provides on-going initiation, monitoring, reporting, and in-depth analysis of all metrics, satisfaction surveys, complaints, and advocacy qualitative data from multiple sources.
Prepares and presents both oral and written reports and presentations on progress in meeting service excellence goals to leadership and other stakeholders.
Brings clarity to the goals and performance metrics and by providing ongoing feedback, plays a key role in building the culture of accountability.
Represents the organization to community groups, educational and professional organizations, physicians and others groups
Automatically added: Performs other duties as needed and/or assigned.