Director-Patient Experience

Profile

Overview
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

At Bridgeport Hospital, we are committed to providing quality medical care and treatment that is coordinated and centered on the patient's specific needs. We strive to achieve benchmarks as a Patient Centered Medical Home and provide health care in a setting where patients are at the center of their care team. All employees of Bridgeport Hospital are part of the patients care team and contribute to the team approach of promoting access, continuous, comprehensive care and work to provide quality improvement in the care provided to their patients.

Responsible for the Patient Relations Department and Volunteer Services Department and the Gift Shop. serving as a role model and coach for staff, and a liaison between patients, patient families, visitors, hospital staff and medical staff. Is responsible to ensure the hospital's compliance with CMS conditions of participation for patient grievance management, Joint Commission regulations related to patient rights notification, and mandates regarding communication with patients of Limited English proficiency and who are deaf/hard of hearing. Develops programs necessary to respond to patient needs and provide feedback by obtaining solutions/issues/concerns that are identified. The successful candidate enhances patient and family awareness of the institution's concern for and responsiveness to their well-being. Ensures the hospital's overall commitment to exceptional delivery of patient care by imparting a caring attitude, which is critical to the continued success of the organization. Works collaboratively with all departments and assists with the implementation and sustainment of initiatives to improve the overall patient experience. Serves as a knowledge expert around the implication of HCAHPS measures including value-based purchasing, reimbursement and the impact to the hospital's bottom line.Directs, plans, implements and coordinates the patient experience and service excellence activities throughout the Hospital. Works collaboratively with all departments and assists with the implementation and sustainment of invitiatives to improve the overall patient experience. Identifies themes and develops action plans resulting from patient feedback.

EEO/AA/Disability/Veteran
Responsibilities
1. ORGANIZATIONAL LEADERSHIP: Directs, coordinates and promotes the Hospital's efforts to improve the Patient Experience by providing expert knowledge, best practices and quality improvement methodologies. leads by example and models our values and Standards of Professional Behavior.
2. PATIENT FEEDBACK DATA: Accurately gathers, evaluates, organizes, deciphers and disseminates feedback on the patient experience.
2.1 Manages contracts for patient satisfaction measurement, working with vendor to utilize tools to identify and research best pratices and implement performance improvements.
3. DEPARTMENT MANAGEMENT: Successfully builds and manages the Patient Relations Team, Volunteer Department, The Patient Experience Associates and the Patient Experience Concierge. Ultimately responsible for all department functions.
3.1 Oversees operations of the Patient Relations Department including financial management, staffing, and measuring and monitoring patient satisfaction.
4. PATIENT AND FAMILY CENTERED CARE: Supports the organization's commitment to patient and family centered care.
4.1 Works with leadership to modify hospital practices and policies that negatively impact patient experience.
5. SERVICE PERFORMANCE IMPROVEMENT: Identifies trends in patient experience and develops strategies to improve the patient experience
5.1 Serves as knowledge expert on service performance improvement for staff and physicians.
Qualifications
EDUCATION
Bachelors Degree required. Masters Degree preferred in health care related field or hospital management, process improvement.
EXPERIENCE
Minimum of 3 - 5 years of management experience in a health care clinical setting directly involved in patient satisfaction. Hospital operation leadership experience required.
SPECIAL SKILLS
Excellent verbal, written, and interpersonal skills, Excellent administrative, organizational and management skills. Ability to work independently, build effective teams, and work with teams. Familiarity with survey methodologies. Requires strengths in problem solving, working with diverse people, facilitating workgroups/meetings and making public presentations
PHYSICAL DEMAND
Highly visible position. Requires rounding on patients, families and hospital leaders and staff. Requires high energy, positive attitude, frequent telephone use, computer use and travel. Must be able to perform the essential job functions with or without the assistance of reaosnable accommodationas determined on a case by case basis.
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