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Dir Patient & Guest Experience

Job ID: DIRPA01172
Updated: August 22, 2018
Geographic Location: 
Full/Part Time: 
Standard Hours: 
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The Director, Patient and Guest Experience is responsible for the design, implementation and executive of programs to improve and enhance the patient and guest experience at facilities. Programs may include the development of scripting of communication with patients and guests, implementing processes for Patient rounding, developing service recovery and performing patient navigation to enhance the patient's experience and ease of use. The Director will be responsible for the review of Patient satisfactions survey scores relating to waits times, courtesy of representatives etc, specific to the Patient Access and Registration areas. The Director will develop action plans to address satisfaction areas that are deficient or where trends are identified, and update programs to influence continuous improvement measures.

• Provide onsite and remote training to associates on a routine basis. Conduct rounds throughout hospital while onsite to proactively manage patient and guest satisfaction in relation to the Access experience.

• Develop and revise as needed the patient experience program for the training and development of newly hired and existing associates. Monitors reported improvement and adjusts as needed.

• Interact with patients and family members, physicians, and other team members to facilitate their access to hospital resources and provide service recovery as needed.

• Coordinate with the physician liaison on identified gaps in the patient experience in relation to access.

• Analyze customer satisfaction data and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop applicable action plans.

• Evaluate and implement policies and procedures for problem resolution in accordance with hospital procedure and industry best practice.

• Monitor Press–Ganey and other nationally recognized service industry organizations to identify best practices to build patient and guest programs and loyalty.

• Assist in the compilation and distribution of the patient experience dashboard.

• Observe daily activities of Patient Access associates and assist as needed ensuring documentation of all complaints and grievances in a timely and complete manner.

• Performs other related duties and participate in special projects as assigned.

Minimum Education:

High School Diploma

Preferred Education:

4 Year / Bachelors Degree

Preferred Licensure / Certifications:

Certified Revenue Cycle Representative (CRCR) or Certified HealthCare Access Manager (CHAM) certification.

Minimum Years and Type of Experience:

• Minimum of 3 years’ guest services experience in hospitality, healthcare, leadership and/or consulting position focused on patient or guest service and/or experience.

• Excellent written and verbal communication skills. Empathetic listening and problem solving skills.

• Computer proficiency to include Microsoft Word, Excel, Power Point, Outlook. Ability to quickly resolve issues and concerns. Ability to quickly interpret and analyze customer satisfaction measures to develop appropriate communication program strategies and tactics.
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