Director of Patient & Customer Experience

POSITION SUMMARY : The Director is responsible for the overall operation of the Patient Experience Department. The role designs, develops, and presents coaching programs and provides support to increase operational effectiveness to improve customer satisfaction. This position will serve as a model and coach to Nursing, Operations (ancillary and support departments), Managers, external vendors, and employees. The position will incorporate mission and values : It Starts With Me, One Great Team, Leading the Way, and Carolina Care, UNC’s brand of care delivery throughout the organization. This position participates in goal-setting for department level, and entity patient satisfaction, communicates goals and assists in the development of action plans and timelines for completion. Participates in the design and implementation of training events and projects to promote patient experience. Serves as a key player in the establishment of organizational targets and monitors best practices in the industry. Functions as Southeastern’s administrator for iRounds and Press Ganey platforms. Directs needs assessment processes, depending on assignment, and consults or facilitates with individuals or groups to assure high-quality outcomes. Director of Patient Experience is responsible for the following areas : Customer & Patient Relations, Patient Satisfaction, Interpreter Services, Central Operations of the Medical Center’s telephone reception system, Electronic Visitor Management System and Receptionist & Greeters for ED, Outpatient Surgery Center, and Main Bed Tower Lobby. Also responsible for helping the organization understand patient perception, consulting with departments in identifying tactics to improve the patient’s experience and oversight for addressing system service deficiencies and developing the training, and implementation strategy relative to the patient experience and improving customer service skills. Oversees interpretation and implementation of patient experience metrics as an integral part of performance management and serves as chief liaison between the medical center, patients, staff, and the community regarding patient advocacy. Keeps abreast of regulatory standards as it relates to the Individual Patient Rights Chapter and assists appropriate leadership to monitor organizational compliance for Patient Rights Policies. Leads the following committees & projects : Patient and Family Advocacy Committee, Carolina Care Departmental Operating Reviews, Patient Experience Steering Committee, Patient Rights, Carolina Care Connectors, and Carolina Care Rewards & Recognition.

EDUCATION, CREDENTIALS, TRAINING and EXPERIENCE :

Minimum Required : BS Degree in Nursing, Business or Customer Relations area with a minimum of 5 years of related experience in healthcare management, resort / hotel management, or similar role.

Preferred : Patient Experience Certification; Registered Nurse or other healthcare experience; Master’s degree.

ADDITIONAL SPECIALIZED KNOWLEDGE / SKILLS :

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.

Ability to effectively write reports and business correspondence.

Ability to effectively present information and respond to questions from internal and external individuals and groups.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret and apply abstract and concrete variables to problem solving.

Effective interpersonal skills that successfully manage and motivate peers and subordinates, and support interactions.

Knowledge of clinical operating systems and clinical effectiveness.

Knowledge of applicable DNV and CMS standards or regulations

Ability to adapt to and effectively deploy lean management principles with the department.

Ability to adapt to and effectively deploy UNC Health Southeastern’s leadership principles as a key component of Carolina Care, UNC’s brand of care delivery.

ORGANIZATIONAL RELATIONSHIPS :

Supervises : Assigned Managers, Supervisors, and staff within Department.

Reports To : Vice President and Chief Engagement Officer

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