We are seeking a Director of Patient Experience to join our team in the Houston area. In this position, the Director of Patient Experience will be responsible for empowering leaders through evidence-based tools to improve the PPGC patient experience (PPX).
Areas of Responsibility:
Essential Functions include, but are not limited to:
- Works collaboratively with medical services staff to help build a sustainable culture that promotes accountability, fosters innovation, and consistently delivers a great patient experience and best quality outcomes over time.
- Manages all aspects of PX coaching coordination from initial contact to reports to internal leadership teams.
- Provides project management for PPX projects including support for PPX initiatives outside medical services.
- Works collaboratively with Training and Development staff to incorporate PPX principles into onboarding and training programs.
- Conducts analysis of pre- and post-metrics to determine effectiveness of both leaders and coaching.
- Works collaboratively with Communications and Marketing to develop marketing and outreach materials to reflect PPX initiatives.
- Provides training and presentations virtually and in person as required.
- Effectively utilizes Press Ganey and other resources to drive PPX improvement throughout all health centers.
- Monitors and ensures compliance, progression and follow-up of any patient satisfaction initiatives.
- Represents Planned Parenthood at meetings, community events, conferences and fundraising activities, as appropriate.
- Works collaboratively with data analytics manager to effectively communicate patient satisfaction scores and trends to all affiliate staff and health centers.
- Maintains an awareness of the patient satisfaction updates and industry conditions including those internal and external to the affiliate.
- Actively participates with the Federation’s PPX team and resources.
- Recognizes the need for and demonstrates good communication and listening skills with patients, customers and employees.
- Collaborates with Health Center Directors and Managers to regularly discuss PPX trends, efforts, obstacles, goals and progress.
- Interfaces proactively with all support departments to obtain best results for all concerned.
Educational Background:
Bachelor's degree (B. A.) from four-year college or university
Skills/Experience:
- Strong interpersonal skills that will enable the candidate to work effectively in a collaborative team environment.
- 2-3 years’ experience delivering customer service training.
- Healthcare experience preferred.
- Ability to travel throughout the service area and beyond as required.
- Ability to work in multi-functional team environment.
- Proven leadership abilities.
Compensation/Benefits:
Eligible employees receive a competitive and comprehensive benefit package including:
- Competitive Salary!
- Health Insurance – Medical, Dental, Vision
- Basic Life & AD&D Coverage (100% Company Paid)
- 401K Plans – Company Matching Available
- Paid Vacation, Sick Leave and Holidays!
- Flexible Spending Accounts
- Cell Phone Discount Plans
- Free Notary Service
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 24 2017
Active Until:
Sep 24 2017
Hiring Organization:
Planned Parenthood Federation of America
industry:
Nonprofit