Executive Director Patient Experience - BravoTech
Fort Worth, TX 76120
About the Job
Job Summary:
The Executive Director, Patient Experience is responsible for leading, designing and implementing
initiatives that promote a culture focused on patient centered care and outstanding service and
compassion. This role provides direct guidance over the patient experience teams to ensure safe and
efficient operation.
Essential Job Functions & Accountabilities:
Leads, Designs and implements educational programs to support Patient and Family Centered
Care principles.
Attends, participates and leads multidisciplinary workgroups that establishes best practices and
receive input and involvement from our patients and families.
Acts as the main resource and advisor to leadership in the assessment and implementation of
patient experience initiatives designed to improve the overall patient experience.
Provides personnel resource management including hiring, promoting, counseling and terminating
of assigned employees.
Develops and monitors annual department budget.
Develops and implements policies and procedures.
Creates annual objectives and goals for the department and is accountable to those goals and
objectives.
Participates in, and ensures adherence to departmental Quality Improvement activities,
Compliance Program, Code of Ethics, and Risk Management activities.
Partners with various departments, including risk management, legal and compliance to
thoroughly investigate and resolve complaints and grievances that follow CMS guidelines.
Acts as a liaison for assigned health center/clinic with the community, physician groups, other
Network departments and employees, and agencies.
Utilizes evidence-based practices including but not limited to Patient Rounding, Employee
Rounding, and Leadership Rounding initiatives.
Resolves conflicts and acts as intermediary between patients, families and staff.
Collects data and information about patient concerns and makes recommendations as
appropriate.
Prepares reports on progress, trends, and appropriate recommendations or conclusions.
Job description is not an all-inclusive list of duties and may be subject to change with or without notice.
Staff are expected to perform other duties as assigned
Required Qualifications:
Bachelors degree in Healthcare, Business Administration, or related field from an accredited
university.
Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.
OR
In lieu of Bachelors degree, fifteen plus years of relevant work experience in a Hospital Patient
Customer Care setting.
Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.
Preferred Qualifications:
Masters degree in Healthcare, Business Administration or related field from an accredited
university.
Ten (10) years of experience in a healthcare or service related leadership setting.
Knowledge, Skills & Abilities:
Knowledge of and experience using a strategic business focus and understanding; customer focused
perspective.
Knowledge of group dynamics and management tools.
Knowledge of regional and national benchmarks.
Knowledge and understanding of measures for HCAHPS scores and for CMS guidelines
regarding quality data.
Skill in project management.
Skill in organization, communication, and facilitation skillsable to interact credibly with executive
management, physicians and leaders across the organization.
Skill in thinking logically; communicating complex topics into simple written and/or oral
presentations.
Ability to interact and communicate respectfully with diverse populations and cultures.
Ability to maintain confidentiality. Ability to organize work and meet deadlines.
Ability to handle difficult people successfully and work in a stressful environment.
Ability to interact with co-workers, other hospital staff and management staff.
Ability to communicate with vendors, staff, supervisors, managers, directors and administrators.
The Executive Director, Patient Experience is responsible for leading, designing and implementing
initiatives that promote a culture focused on patient centered care and outstanding service and
compassion. This role provides direct guidance over the patient experience teams to ensure safe and
efficient operation.
Essential Job Functions & Accountabilities:
Leads, Designs and implements educational programs to support Patient and Family Centered
Care principles.
Attends, participates and leads multidisciplinary workgroups that establishes best practices and
receive input and involvement from our patients and families.
Acts as the main resource and advisor to leadership in the assessment and implementation of
patient experience initiatives designed to improve the overall patient experience.
Provides personnel resource management including hiring, promoting, counseling and terminating
of assigned employees.
Develops and monitors annual department budget.
Develops and implements policies and procedures.
Creates annual objectives and goals for the department and is accountable to those goals and
objectives.
Participates in, and ensures adherence to departmental Quality Improvement activities,
Compliance Program, Code of Ethics, and Risk Management activities.
Partners with various departments, including risk management, legal and compliance to
thoroughly investigate and resolve complaints and grievances that follow CMS guidelines.
Acts as a liaison for assigned health center/clinic with the community, physician groups, other
Network departments and employees, and agencies.
Utilizes evidence-based practices including but not limited to Patient Rounding, Employee
Rounding, and Leadership Rounding initiatives.
Resolves conflicts and acts as intermediary between patients, families and staff.
Collects data and information about patient concerns and makes recommendations as
appropriate.
Prepares reports on progress, trends, and appropriate recommendations or conclusions.
Job description is not an all-inclusive list of duties and may be subject to change with or without notice.
Staff are expected to perform other duties as assigned
Required Qualifications:
Bachelors degree in Healthcare, Business Administration, or related field from an accredited
university.
Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.
OR
In lieu of Bachelors degree, fifteen plus years of relevant work experience in a Hospital Patient
Customer Care setting.
Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.
Preferred Qualifications:
Masters degree in Healthcare, Business Administration or related field from an accredited
university.
Ten (10) years of experience in a healthcare or service related leadership setting.
Knowledge, Skills & Abilities:
Knowledge of and experience using a strategic business focus and understanding; customer focused
perspective.
Knowledge of group dynamics and management tools.
Knowledge of regional and national benchmarks.
Knowledge and understanding of measures for HCAHPS scores and for CMS guidelines
regarding quality data.
Skill in project management.
Skill in organization, communication, and facilitation skillsable to interact credibly with executive
management, physicians and leaders across the organization.
Skill in thinking logically; communicating complex topics into simple written and/or oral
presentations.
Ability to interact and communicate respectfully with diverse populations and cultures.
Ability to maintain confidentiality. Ability to organize work and meet deadlines.
Ability to handle difficult people successfully and work in a stressful environment.
Ability to interact with co-workers, other hospital staff and management staff.
Ability to communicate with vendors, staff, supervisors, managers, directors and administrators.
Source : BravoTech
