The employer operates within the healthcare sector.
After determining goals and priorities with senior executives and key stakeholders, leads all programs for patient care experience metrics and service recovery efforts.
Develops an annual strategic development/business plan which ensures patient-centered care and continued performance improvement related to HCAHPS metrics and overall patient satisfaction.
Exceptional coach/counselor of leaders, managers and staff.
Facilitates one-on-one coaching, counseling, training and mentoring for leaders/managers/staff to emphasize culture and behavior changes in order to achieve higher overall patient care experience satisfaction scores.
Develops new training resources, curriculum and programs for staff and clinicians to successfully acquire skills towards achieving behavioral, communication and service driven goals.
Serves as expert resource for medical center leadership and staff on all patient care experience initiatives.
Serves as an advocate of patients, family members and employees relating especially to issues which are behavioral and communication driven.
Provides medical center leadership with monthly analytical and trending reports to track facility performance on HCAHPS metrics and to support performance improvement recommendations.
Responsible for HCAPHS nationally reported data.
Must be able to work in a Labor Management Partnership.
Minimum ten (10) years of experience in management and supervision of project teams and staff.
Master's degree in a related field OR six (6) years of experience in a directly related field.
High School Diploma or General Education Development (GED) required.