What are the responsibilities and job description for the Associate Director of Patient Experience position at Bowen Health?
The Associate Director of Patient Experience will focus on enhancing patient care and satisfaction within Bowen Health. This position involves overseeing the development, implementation, and evaluation of patient experience strategies aimed at improving the overall patient journey. The role requires close collaboration with clinical, administrative, and operational teams to foster a culture of patient-centered care. The Associate Director will ensure that patient feedback, concerns, and needs are addressed promptly, while promoting best practices for improving service delivery. The position will also work closely with Practice Administrators and Executive Directors to target areas of improvement in local office patient experience scores to align with the strategic vision and mission of the organization to improve patient experience.
Duties/Responsibilities:
Below are the primary duties and essential functions of an employee in this position. While not all tasks may be performed by every employee in this role, all employees are expected to perform related tasks as needed. These essential functions must be performed with or without reasonable accommodation.
- Overseeing Patient Experience within Bowen Health. Establish/continuously update and measure KPIs and best practices to align with strategic operational goals.
- Assisting outpatient Executive Directors and Practice Administrators analyze their local data for trends to set target initiatives for improvement in patient experience scores at the local level.
- Provide and administer ongoing training and communication to organizational staff on patient experience at Bowen Health and strategies for improvement, including new hire orientation.
- Work with Practice Administrators, Community Engagement Directors and Executive Directors to establish local KPIs and to understand operational deficiencies that impact patient experience scores.
- Manage NRC Health dashboard and attend monthly meetings with NRC Health.
- Oversee and lead the Patient Experience advisory council, setting key KPIs, metrics, and action plans to target strategic goals of the organization.
- Build relationships with operational leaders to assist them in troubleshooting challenges that limit patient experience.
- Stay informed about changes in best practices for patient experience in the healthcare industry.
- Manage the patient experience e-mail for Bowen Health, addressing any concerns promptly as well as sharing positive feedback with local leadership.
- Generate monthly report of organizational patient experience scores, with trend analysis by location and action plan goals identified.
- Any other duties, as assigned.
Required Qualifications:
- Education: Bachelor’s Degree in a relevant field preferred.
- Certificate or Professional License: None Required at hire. Certified Patient Experience Professional (CPXP) certification must be obtained within two years in the role.
- Experience: Minimum of 2 years in a health care setting.
- Valid driver’s license and active liability insurance.
- Satisfactory results from criminal and driving record background checks
- Must be a minimum 21 years of age.
As a State-Of-the-Art Healthcare Organization and a Federal Contractor Agency – we require all individuals who join Team Bowen to receive a flu shot and TB test to further protect our staff and the patients we serve. There are options for exemption applications, but approval is not always guaranteed.
Promise of Equal Opportunity and Fostering a Fair and Respectful Workplace:
Bowen Health is an equal opportunity employer committed to fostering an inclusive, diverse and respectful workplace. We comply with all applicable laws, including the ADA and OSHA regulations, and provide reasonable accommodations for qualified individuals with disabilities. Safety is a priority for all employees.
Bowen Health prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or other protected statuses. Bowen Health is dedicated to creating opportunities for all employees to thrive and support our mission of compassionate care.