Director-Patient Experience Performance

We're a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.

At Mercy, we believe in careers that match the unique gifts of unique individuals - careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its "Top 100 Places to Work."

Overview:

The patient experience leader is responsible for implementation and sustainment of Mercy's patient experience strategy and behavioral service standards across a community's continuum of services. The individual in this role will collaborate with the executive leadership team; providing operational and voice of the customer insight and direct process and behavioral observations to target service improvement and strategic growth opportunities. This leader will directly oversee the service recovery process and procedures for the community, partner at the elbow with front line leaders to develop and support improvement efforts and manage assigned projects and initiatives that strengthen coworker engagement, leadership accountability and patient loyalty.
Exemplifies and demonstrates the Mercy values and charism and actively models Mercys leadership competencies and service standards in daily work. Performs duties and responsibilities in a manner consistent with our mission, values, and Mercy Service Standards. Primary responsibilities include

Develop an organizational patient experience strategy

The patient experience leader will work with local executives to identify the key performance indicators (KPIs) for all patient experience actions, then track and review these. KPIs can range from patient satisfaction surveys to the time spent by physicians on admin tasks compared to patient time. This strategy should include clear objectives and performance benchmarks, allowing a baseline for frequent review. The patient experience leader would then take reports driven by data and work with teams to identify areas for improvement.

Bridge the gap between executives and the frontline

The role of the patient experience leader is to view process and performance improvement through the lens of the patient, and communicate it to the executive team to gain their buy in. From there, the patient experience leader collaborates with the executive team to see that the vision is communicated timely and effectively to the appropriate co-workers and stakeholders. They will provide the tools and support systems to move the organization toward excellence. Having a patient experience leader oversee this has the added benefit of sending a message to all staff that patient satisfaction comes first and gives a sense of accountability for making it happen.

Review processes and systems to promote efficiency

Providing better experiences for patients starts by ensuring the right people receive the right information at the right time. The patient experience leader must work closely with executives to identify the primary motivations and collaborate with front line staff to better understand on-the-ground systems. The patient experience leader will develop and communicate an inventory of obstacles to superior performance in process or systems.

Qualifications:

• Minimum Qualifications:
  • Bachelors degree in Healthcare, Business, Management, Hospitality or related.
  • 5+ years leadership & direct oversight for programs or operations
  • Experience coaching, developing, and mentoring direct and indirect reports.
  • Knowledge of healthcare operations and regulatory requirements related to quality, service and associated value measures.
  • Excellent communication skills including a high degree of professionalism and personal presence in both verbal and written form.
  • Understanding of data analysis and statistical inference techniques
  • Critical thinking skills, decisive judgement, ability to handle daily work with minimal supervision.
  • Ability to handle conflict and respond in an empathetic, tolerant and flexible manner in stressful situations.
  • Ability and comfort in producing and presenting information to various groups from executive leaders to front line coworkers.
  • Proficient in Microsoft Office Suite, including Word, Excel and PowerPoint.
  • Strong organizational skills, able to work on multiple projects simultaneously.
  • Responsive to customer needs, being present to understand concerns and complete in researching root cause and solutions.
  • Excellent grammar, verbal articulation and composition skills.
• Preferred Qualifications:
  • Masters degree in Healthcare, Business, Management, Hospitality or related.
  • Proven track record of large-scale change implementation and outcomes improvement through influence vs. direct authority.
  • Experience bringing a diverse mix of people and roles through collaborative decision making and to consensus.
  • Advanced database and analytics training.
  • Lean process improvement & project management training.
  • Certificate in Patient Experience Leadership/Advocacy Beryl Institute
  • Certified Patient Experience Professional (CPXP) AIM or similar Change Management certification MANDT or similar de-escalation certification

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!

We're bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We're expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We're also collaborative and unafraid to do a little extra to deliver excellent care - that's just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.