Director, Patient

Director, Patient Experience

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How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well‑being of every person we serve. We are proud to have become a shining example of what’s possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people’s lives.

The Director of Patient Experience is responsible for providing strategic direction to foster a culture of patient and family‑centered care. Accountable to ensure successful deployment of The Wellstar Experience and consumer engagement strategies in a manner that supports achievement of Consumer Experience goals. The individual in this role guides the evaluation, design, and implementation of patient experience programs at all points of service throughout the hospital.

The Director of Patient Experience oversees planning and execution of hospital‑wide patient experience and service excellence programs and ensures collaboration and coordination of the following efforts for the campus:

• Inpatient Satisfaction
• Outpatient Satisfaction
• Emergency Department Satisfaction
• Ambulatory Surgery Satisfaction

Acting as the subject matter expert, he/she will partner with leadership, staff, system partners, and physicians to identify opportunities for short and long‑term impact on consumer engagement outcomes in alignment with Wellstar’s strategic plan. The Director of Patient Experience works in partnership with the hospital leadership to enhance an interdisciplinary team approach to the overall delivery of care to patients, families, and the community.

This individual will also work closely with the medical staff to ensure a thorough understanding and commitment to continuous improvement in the patient experience.

Plans, organizes, and directs all services and operations of the department which includes managing complaints and grievances, volunteer services, and all service and performance excellence programs for the hospital. Responsible for coordinating activities of the Grievance Committee with appropriate personnel, including medical staff, Quality, PI and executive leadership.

The individual in this role will proactively identify opportunities to optimize performance, build internal competencies, foster a strong and empowered team, and create a rigorous approach to patient experience throughout the organization, with a strong focus on the patient, accountability, and commitment to continuous improvement.

This leader will work collaboratively with physicians, nursing staff, and ancillary/support staff on improving the patient experience. The individual partners and/or collaborates with leaders regarding quality of discharge calls provided by team members and the discharge call center.

This leader works closely with the medical staff to ensure a thorough understanding and commitment to continuous improvement in the patient experience. In this position, the Director collaborates with hospital leadership on a strategic vision of service excellence that will be cascaded down to all staff members; communicates progress on service excellence initiatives to key team members, including executives, department, and key Committees.

In addition, he/she leads service excellence councils and committees; oversees a data‑driven program collecting, tracking, and analyzing patient experience trends for optimizing service outcomes.

The Director of Patient Experience coaches Hospital employees to maximize the use of customer service tools and programs for an enhanced patient experience. Maintains all budgetary and human resource activities for the department. Ensures compliance to regulatory requirements for responses to patients’ grievances.

• Leads patient experience efforts to achieve system‑targeted goals and objectives.
• Oversees the development and implementation of performance improvement plans within the five key…