Director, Experience Of Care

Primary Function/General Purpose of Position

The Director, Experience of Care leads market-based team focused on driving experience of care system strategies, tactics, and behaviors to achieve experience of care excellence as noted by achieving experience of care KPI targets in the Cincinnati, Springfield and Kentucky markets.

Essential Job Functions

• Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
• Deploys system experience of care strategies, tactics, and behaviors in their market
• Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Provides experience of care support across departments and disciplines
• Collaborates with system experience of care colleagues on best practices
• Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
• Collaborates with facility leadership to help drive performance improvement efforts for experience of care
• Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results

Education

• Masters, healthcare, nursing or related field (preferred)
• Bachelors Degree, healthcare, nursing or related field (required)

Work Experience

• 5-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders (required)

Skills

• Communication with family members
• Teamwork
• Attention to detail
• Analyzing data or information
• Evaluate employee performance
• Administer non-intravenous medications
• Plan and lead change (change management)
• Scheduling
• Relationship building
• Conflict resolution
• Problem/conflict resolution
• Inform medical professionals regarding patient conditions and care
• Acceptance of authority
• Record patient medical histories
• Customer service champion
• Active listening
• Monitor patient conditions during treatment
• Data trending and analysis
• Critical thinking
• Budgeting & Financial Acumen
• Ability to assess deviation from best practices and effectively apply solutions