The Director Patient Experience is responsible for the leadership, design and implementation of initiatives that fulfill the mission of Midland Health. This position is to promote a culture of patient and person-centered care which emphasizes outstanding service and compassion. This position will be charged with transforming the experience of patients and families in all areas of Midland Health, creating a consistent and high-quality experience at all touch points under the Midland Health umbrella, thus making Midland Memorial Hospital and its affiliates a recognized leader among the top performing healthcare organizations in Patient Experience and quality.
The Director Patient Experience represents the "Voice of the Patient" and collaborates with leaders, medical staff and employees to ensure that all patient experiences under the Midland Health umbrella of services, embody the highest degree of service and compassion.
This position reports to the Vice President of Planning and Marketing for Midland Health.
Here is what you will do:
Oversight and responsibility for enhancing and continually improving the overall experience of patients and families throughout Midland Health.
Clearly defines the optimal patient experience, including the behavioral changes necessary to achieve cultural transformation throughout MMH and its affiliates.
Assesses and incorporates into the patient experience an optimal healing environment to include, but not limited to: color, natural light, space, alternative therapies (i.e., massage, pet, music, art, aromatherapy, etc.), connection to nature, way finding, lounges, and waiting rooms.
Create a culture of passion and commitment for exemplary patient experience.
Provide in-depth analysis of all patient satisfaction metrics, Patient Satisfaction Surveys, written and verbal compliments and complaints, and qualitative data from multiple sources.
Present data to all levels of the organization, from executive staff to front line staff. Understand national and regional benchmarks. Coordinate external benchmarking projects and collaborative opportunities with external agencies.
Drive organizational improvement strategies. Measure, monitor and assess the outcomes of all initiatives. Collaborate with Midland Health leaders to achieve goals exceeding national benchmarks.
Investigate and disseminate information on best practices.
Implement creative strategies for staff engagement and integration into all initiatives to improve patient and family satisfaction with care.
Organize project teams and initiatives. Incorporates best practices relating to HCAHPS and other identified survey analytic tools into leadership and patient rounds. Solicits support and involvement from all appropriate stakeholders in patient experience related projects.
Knowledge and what you will bring:
Requires a Bachelor's degree in nursing, organizational development, public health, public administration, healthcare administration, hospitality services or other closely related field. A Master's degree in a related field is preferred and Certified Patient Experience Professional preferred.
Demonstrated exceptional skills using database tools and report writers.
Training in Lean, Six Sigma or other performance improvement programs is preferred.
Must be results focused with a clear passion for service excellence and experience with building customer loyalty in competitive markets.
Dynamic leadership abilities to integrate systems to accommodate patients, clients and families in a holistic manner.
Ability to maintain effective relationships with physicians, staff, executives, leaders and staff. Able to gain trust and respect.
Ability to quickly interpret and analyze customer satisfaction measures to develop appropriate communication program strategies and tactics.
Exceptional communication skills. Solid writing skills with an ability to write/edit all kinds of copy that clearly articulates the organization's value to both internal and external audiences. A writing sample will be requested.
Midland Memorial Hospital, established in 1950 a non-profit hospital in Midland County, Texas. In December 2012, we opened a new, nine-story Scharbauer Patient Tower to meet the growing needs of the community. Shortly after the Patient Tower opened, we began working on a different type of architecture, an Invisible Architecture of core values, organizational culture, and workplace attitude. Each employee attends a 16 hour Culture of Ownership training and gets paid for it -- that's how serious we are about our culture! Check out our Culture of Ownership here: http://bit.ly/2bsJFQN. We are also proud to be designated as an ANCC Pathway to Excellence organization. This designation recognizes our hospital as having a positive environment where nurses can achieve practice excellence.
We invite you to join our Healing Mission as we strive to make Midland the healthiest community in Texas by lighting the way for health. Midland Memorial Hospital offers several programs that support your personal & professional goals by offering tuition reimbursement, a retirement savings plan, and generous PTO for work balance. Plus a variety of medical, dental, vision, and other benefit options to pr...ovide the coverage that best suits you. Midland Memorial Hospital is an Equal Employment Opportunity Employer and values diversity in the workplace. Tobacco & Drug-Free Workplace.
***All job offers are contingent upon satisfactory completion of the pre-employment process, including a criminal background screen, pre-employment physical that includes a drug screen and test for nicotine.
Thank you for your interest in employment within Midland Memorial Hospital, or Midland Health and its affiliates.