Responsible for leading a patient-centered culture emphasizing outstanding service and compassion for a market of four hospitals in the HCA West Florida Division. Consults with hospital leaders, staff, and educators as a subject matter expert for patient experience reporting and data analysis.
Assists in delivering patient experience outcomes to help aid progress of company mission and vision.
Responsible for implementing, directing, and tracking measured patient experience outcomes such as CAHPS scores, patient and employee engagement strategies, leadership development goals, and other quality indicators for region.
Initiates working partnerships as necessary with region and facility entities (e.g. Executive Leadership, Human Resources, Communications, Medical Group, Continuous Improvement) to provide continuity and bring about improvements.
Acts as the lead faculty for patient experience education at a West Florida Market Education Center.
Executes the strategies and evidence defined by the Divisions VP Patient Experience in partnership with HCA Patient Experience Collaborative through hospital orientation, continuing education, data analysis, and competency assessment activities.
Acts as a coach and mentor for employee rounding, nurse leader rounding, and other as defined by Division Vice President and Corporate Patient Experience Team.
Uses simulation to actively engage learners in demonstration and practice of desired behaviors.
Supports market hospital leaders in their efforts to improve the patient experience by making routine site visits, conducting "secret shopper" exercises, and providing targeted feedback.
Delivers Press Ganey patient experience data reports to the market hospital executive team and assists with data analysis at regular intervals.
Participates in division or market hospital patient experience meetings when requested.
Achieves operating results through strategic thinking, maintains a customer/patient focus, builds relationships, develops staff and motivates teams.
Education / Experience:
Bachelor's degree in healthcare or business administration, organizational development, social sciences, clinical area (i.e. nursing), or education required.
Master's degree preferred
5 years of experience in a healthcare, customer service, or training organization required.
3 years patient experience in a healthcare setting preferred.
Working knowledge of the healthcare environment and regulatory requirements regarding patient rights and patient experience
Intermediate to advanced skill in using Microsoft Outlook, Word, Excel and PowerPoint
Must be able to analyze data, identify quality concerns, and develop and implement plans for improvement
Previous experience with project management and process improvement
Effective written, oral and electronic communicator
Manages multiple priorities effectively
Position requires work from a shared office, hospital locations, and remote locations.
40% Travel required within the assigned West Florida Division Market