As one of the nation's leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Position can be located in Wilmington, Delaware or Orlando, Florida.
The Patient Experience Director is an enterprise-level position that provides strategic direction and leadership toward achieving benchmark performance in patient and family satisfaction. Compiles and provides hospital and practice data analysis. He or she provides coaching and training to leaders and staff to ensure service excellence competency of staff at all levels of the organization. The purpose of this position is to ensure collaboration, integration and alignment across Nemours as it relates to the development of a culture of service excellence.
Lead, design and implement training programs and initiatives in support of a patient and family-centered culture.
Facilitate the design and implementation of key metrics that will enable monitoring of success of service excellence activities.
Serve as an advisory resource and catalyst for providing patient/family experience expertise for critical initiatives to ensure consistent delivery of patient and family-centered care.
Partner with the web design team to maintain accurate and current provider-specific patient satisfaction ratings on Nemours' internet.
Support operations leaders, staff and local service champions with patient satisfaction data analysis and reports, identifying trends and opportunities for recognition and improvement.
Identify and promote evidence-based best practices throughout the enterprise.
Serve as the primary contact to patient satisfaction survey vendor.
Work closely with operational leaders to ensure the voice of the customer is incorporated into all relevant strategic initiatives, such as continuous improvement, consumer digital strategy, etc.
Enhance and expand the virtual service excellence library of tools and training materials for Nemours Associates across the enterprise.
Excellent interpersonal, facilitation, coaching and mentoring skills.
Strong customer service acumen.
Ability to influence change.
Demonstrated leadership skills.
Ability to collaborate and work with physicians and associates at all levels of the organization.
Excellent analytical skills.
Ability to create and communicate a vision and to enlist the engagement of a team.
Education and Training:
Patient Service Certification preferred.
3-5 years of supervisory experience required.
5 years of related work experience required.
Experience utilizing Lean principles and tools preferred.
Press Ganey or other customer service software; PowerPoint.
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique "Bridge to a Healthy Future" pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.