Director, Patient Experience
Los Angeles, Ca, Us
- Review and report department manager’s patient experience action plans and coordinate a concerted effort across the organization- Facilitates strategic planning and the creation of detailed work plans to achieve Service goals- Carry out enterprise wide implementation of initiatives to exceed patient expectations, improve patient perception and satisfaction- Manage the Voice of the Customer input - provide expertise on customer needs and expectations and acts to educate staff and physicians concerning these issues- Serves as the identifiable resource for patient experience and customer knowledge issues- Has oversight of any patient advisory councils- Managing subordinate staff engaged in service improvement coaching and administrative work- Designs processes to report data to governance, management and appropriate public venues- Establishes and maintains strong linkages, relationships with those individuals and departments engaged in patient, customer, physician and employee satisfaction improvement efforts- Ensures the development and deployment of communication plans to assure widespread understanding, support and informed application of customer service standards and processes - Develop recommendations regarding, and coordinate the implementation of, complaint resolution and management, as well as service recovery processes and systems- Responsible for coordinating with the Manager of Patient and Guest Relations (or similar type role) to ensure timely review and follow up of patient concerns and grievances- Plan, developed, and implements staff training as needed- Coaches staff in service recovery - Service Excellence review monthly and as needed for specific departments- Identify internal and external patient and family exceptional experience best practices, and facilitate the spread of this knowledge- Focuses the organization on reforming management and employee behavior and retooling operational processes
