The Director, Patient Experience is responsible for ensuring CHRISTUS Leadership has the tools, information and training needed to meet CHRISTUS Health's expectations regarding the patient expereince. Through alignment with CHRISTUS Health's Patient Experience goals and targeted initiatives, the Director of Patient Expierence supports the assigned ministry(ies) by coaching leaders on best practices, providing data and information regarding performance, identifying trends and providing feedback to both leader and individuals based upon feedback and performance. . The Director will help teach Associates to be ambassadors for the ministry in providing Excellent and Compassionate care. Expectations will include promoting a culture of exceptional customer service and coordinate or facilitate training on customer service performance standards, processes and initiatives to create a culture of service excellence for all customer groups - patients, physicians, and fellow Associates.
Develops effective training programs for staff to enhance the CHRISTUS experience
Ensures communication of patient experience data hospital and ministry wide.
Works closely with the Clinic administrative leaders, Hospital Presidents/CNOs and VP- HR to identify CHRISTUS experience initiatives and progress towards goals and provides monthly updates to leadership.
Supports Clinic leadership and collaborates with stakeholders to integrate the Must-Have's, identify barriers, and overcome challenges to meet expected outcomes.
Coaches and regularly rounds with leaders and Associates across various shifts to implement patient-centered Must-Have service behaviors so that the staff provides outstanding patient experiences, exemplary customer service, and proactively responds to patient needs.
Serves as the organizational liaison with Press Ganey and a resource to the leadership team in utilizing the Press Ganey tools to enhance the patient experience.
Collaborates with Human Resources to support the associate experience strategies
Interfaces with representatives from CHRISTUS Health System Experience leaders
Serves as a member of the Leadership Development team, assuring that activities are aligned with organizational goals and service delivery expectations.
Bachelor's Degree; Master's Degree preferred (any equivalent combination of education and/or experience will be considered).
Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community.
Team facilitation and leadership skills
Ability to lead and coach workplace teams
Ability to develop and implement processes and support cultural change
Excellent verbal and written communication skills
Ability to motivate the work of other
Ability to manage multiple priorities
3-5 years of experience in healthcare, service related industry and communications
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.