CHI St. Joseph Health College Station/Bryan TX Since 1936 CHI St. Joseph Health has been caring for the communities in Bryan College Station Brenham Hearne Navasota Caldwell Madisonville and Bellville. With the areas only Level II Trauma Center the first Joint Commission certified Primary Stroke Center and the first accredited Chest Pain Center in the Brazos Valley; CHI St. Joseph Health is a leader in critical care and the largest provider of cardiovascular care in the region. As an integrated healthcare system CHI St. Joseph Health includes a comprehensive network of over 100 employed providers including primary care physicians specialists and advanced practice clinicians. The network includes more than 20 ambulatory clinics featuring primary care a freestanding Emergency Room Express Clinics and imaging and diagnostic services.

The Director of Patient Experience Plans, Implements and Coordinates service excellence programs and practices in support of the commitment to deliver Faithful Loving Care (FLC) to patients, their families and friends, and employees. Oversees Patient Services, Guest Relations and other departments to be determined, as well as 1st Impressions and Service Excellence programs at. This leader will foster the recognition of opportunities for improved customer services and work in conjunction with department leaders and physicians to Implements plans for improving those services. Coordinate and implement evidence-based service excellence tools and processes which create a unique and exceptional experience for patients and family members in hospital that will be a differentiator in the industry and drive future growth. Partners with leaders to develop operational processes to build a patient centric approach to all systems and procedures that impact patient care. Actively promotes and models service excellence principles at all times, forging a consistent service ethic throughout the hospital.

1. Manage Patient Svc. Dept. which Serves as liaison between patients, their families, the hospital staff, and physicians in the timely resolution of patient concerns.
2. Manage the dev/implementation of Guest Services Dept., ensuring customers and families receive the highest quality of service in a caring and compassionate atmosphere which recognizes s' needs and rights; collaborates with identified depts. to develop/implement specialized programs to assist patients and their families the process of scheduling, admitting, discharge and follow-up.
3. Develops annual operation budget, Performs all HR and mgmt. Functions as required.
4. Sets strategic direction for the managed areas, including planning and managing processes and services to meet current and future needs.
5. Maintains knowledge base of trends, policies, Regulatory Standards, and legal issues relating to patient services; partner with Risk Mgmt., hospital admin, physicians, state health dept., and Regulatory Agencies in reviewing, resolving and communicating patient and family issues grievances/ complaints in a timely manner. Makes recommendations for inquiries regarding waivers or adjustments to bills.
6. Provide guidance regarding service excellence data collection, tracking, and analysis. Provides leadership in identifying trends/ issues emerging from customer complaints/ surveys; researches and Implements best practices for service excellence. Partners with FLC steering committee/ LDI team to plan celebrations for exceptional service outcomes.
7. Collaborates with HR to hardwire FLC behaviors, develop service standards for screening of applicants, on-boarding new hires; ongoing services excellence training.
8. Coaches mgrs. on use of customer service tools & programs for enhanced patient experience. Assists as needed to resolve patient concerns in a timely and compassionate manner.
9. Oversees development and implementation of the 1st Impressions Program.

Required Education and Experience:

Education: Bachelors Degree

Experience: 7 years equivalent experience

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