Director - Patient Experience

Responsibilities:

JOB PURPOSE:
Responsible for providing a variety of patient care activities under the supervision of a physician, advanced practice provider (APP), or registered nurse in accordance with established guidelines and standards. Demonstrates advanced technical skills and provides peer leadership in the physician practice setting.

KEY RESPONSIBILITIES:
1. Serves as a project coach/consultant for projects and consulting opportunities to further the healthcare improvement knowledge gained within PHC.
2. Creates service teams and implements tactics to increase patient, physician and employee satisfaction, in order to increase market share, decrease risk and errors and decrease turnover.
3. Formulates and supports an accountability task force that will implement an organization wide leadership evaluation system to hardwire objective accountability.
4. Develops leaders in key areas to achieve organizational desired results through the Piedmont leadership development institute programs.
5. Augments implementation and revision of best care practices via coaching, mentoring and teaching adults, and leading and facilitating teams.
6. Acts as a resource to PHC teams and various projects and services as a trusted change agent related to various groups and individuals charged with PHC clinical and non-clinical operations.
7. Oversees and tracks travel, consulting and office budgets as appropriate. Tracks budgetary implications of PHC service excellence projects.
8. Coordinates and reviews both the PHC and individual facility’s data and processes to develop and execute plans to resolve quality issues.
9. Facilitates multidisciplinary meetings with clinicians, physicians and/or managers.
10. Implements multiple simultaneous projects by regularly assessing the progress and the effectiveness of component tasks, and by seeking input and/or assistance to overcome barriers.

Qualifications:

MINIMUM EDUCATION REQUIRED:
Bachelor’s Degree
MINIMUM EXPERIENCE REQUIRED:
Five (5) years of progressively responsible professional work experience in leading and participating in customer service improvement programs, coaching efforts and programs, or a closely related field, in a healthcare setting is required.
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Certified Executive coaching experience is preferred.

Business Unit : Name: Piedmont Athens Reg Med Ctr