Job Information
MERCY HEALTH CORPORATION Director of Patient Experience in JANESVILLE, Wisconsin
JOB REQUIREMENTS: Overview The Director of Patient Experience Excellence collaborates with Vice President of Population Health along with system Vice Presidents and Patient Experience Steering Committee and organizational leaders in development of strategic direction for Patient Experience Excellence and Customer Relations programs and services. The Director of Patient Experience Excellence also partners with the operational and clinical leadership teams to develop, refine, and execute on Patient Experience operational goals. Develop and drive performance metrics that impact patient experience. Identify and lead strategic innovation initiatives to execute world-class patient experience. Provide coaching and development. TThis position oversees system-wide operations of interpreter services, including translation and contracted communication services. Strengthens the system\'s capabilities to deliver culturally competent language and interpretive services to diverse populations and to support and educate all partners who serve the non-English speaking individual in alignment with industry best practices and regulatory guidelines. Additioanlly, directs all activities of the Volunteer Services Department, including recruitment, orientation, and development and implementation of new programs. Performs other duties as assigned based on business needs. Responsibilities Essential Duties and Responsibilities Works with Vice Presidents and other organizational leaders to assist in developing and implementing comprehensive patient experience strategy. This strategy will align with system-wide goals and expectations. Oversees the Patient Experience Department, budgets, goals and objectives, action plans, and operations. Interviews, selects, provide direction and monitor the performance to the Patient Experience Team. Oversees the operation of the Customer Experience Specialist Program and the management of all Customer Experience Specialists - this includes;oOngoing education, training, and auditing of core competencies for these partners.oEffectiveness of program through data analysis Initiates/facilitates complaint and grievance process management (intake, investigation, processes, response, file maintenance, reports) Manages service quality/recovery accountability system allowing data retrieval and report generation by case and aggregate. Deploys and implements approved system-wide patient survey plan including acting as vendor website administrator, survey process management, and standard report writer. Maintains all CRD process functions with accurate records and timely reports. Participates in Quality improvement teams providing customer perspective and support of QI process. Supports and participates in Culture of Excellence and Patient Experience teams Knowledge and supports... For full info follow application link. EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/D7CA5CD66A114CD1