What are the responsibilities and job description for the Medical Director of Quality and Patient Experience position at Intelligent Staffing, Inc.?
Our hospital serves the community by providing high-quality medical services to residents of the Antelope Valley, Santa Clarita Valley, and surrounding areas. With 184 licensed acute care beds, our facility offers in-patient surgery, an Advanced Primary Stroke Center, cardiac services featuring a STEMI Receiving Center (heart attack), and a 35-bed 24-hour ER department.
Job Summary:
The Director of Patient Experience/Patient Advocate reports to the Chief Operations Officer and has a leadership role within the organization. This position oversees and refines the customer experience, including identifying tools to sharpen our understanding of our customer base, examining how multiple teams can provide seamless customer service, and proactively improving each customer touch point.
Key Responsibilities:
- Formulating, summarizing, and publishing patient experience survey results
- Ensuring the Customer Experience team champions a customer-centric culture across the facility
- Coordinating the hospital-wide volunteer program, including recruitment, on-boarding, training, scheduling, and recognition
- Facilitating Employee Reward and Recognition activities and engagement
- Leading and directing the planning and execution of the Annual Employee Service Awards Recognition Event
This role works closely with the CBO in response to patient disputes and billing issues. Provides family support for spiritual/bereavement and/or counseling as needed or requested, acknowledging and respecting individual beliefs, culture, and values related to life's meaning involving loss.
Requirements:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, patients, and the general public
- Ability to define problems, collect data, establish facts, and draw conclusions
At least 2 years of experience in management of patient accounts in a hospital business office, handling patient grievances, being a patient advocate, and leading service excellence initiatives/programs to positively impact patient/staff satisfaction. A dynamic and innovative person with the ability to influence others is required.
