Director, Patient Experience
Wellstar Health Systems

Facility: Spalding Medical Center

Job Summary:

The Director of Patient Experience will be based in Griffin, Georgia and fosters a culture of patient and family centered care while improving the patient and family experience across two facilities (WellStar Spalding Regional Medical Center and Wellstar Sylvan Grove Medical Center). The individual in this role provides strategic direction and leadership and works in partnership with all departments across the organization to assess and communicate WellStar's World-Class patient experience.

Accountable to support and manage the organizational needs, the individual in this role guides the evaluation, design, and implementation patient experience programs at all points of service throughout the hospital. He/she serves as a champion that translates the concepts of the patient experience, service excellence, and patient relations into actionable behaviors that the hospital may follow.

The Director of Patient Experience works in partnership with the hospital leadership team to enhance an interdisciplinary team approach to the overall delivery of care to patients, families, and the community. This individual will also work closely with the medical staff to ensure a thorough understanding and commitment to continuous improvement in the patient experience.

In addition, this leader will guide service excellence councils and committees, and analyze patient experience trends to optimize service outcomes. The Director of Patient Experience reports to the System AVP of Patient Experience with matrixed reprorting to the Chief Nursing Officer.

The Director of Patient Experience is a key role in leading the commitment to deliver world-class healthcare to the communities we serve.

Required Minimum Education:

• Bachelor's Degree is required.
• Master's Degree in Healthcare Administration, Business Administration or clinical field of study is preferred.
  

• Minimum 5 years healthcare experience focused on resolving customer service issues is required.
• Proven leadership in driving positive change in customer experience, demonstrated understanding of HCAHPS, CMS relations, value-based purchasing or related healthcare leadership experience is required.

• Ability to influence positive and sustainable change in an urgent and fast-paced environment.
• The ability to work collaboratively and effectively in a highly matrixed organization is essential.
• Skilled communicator and strong cultural influencer.
• Strong organizational skills and experience in assessing processes and implementing organizational improvements.
• Successful track record in leading a department-wide or house-wide patient experience program.
• Proven track record demonstrating the ability to influence and advise the effect positive change, especially for those who do not directly report.
• Strong customer service, negotiating and crisis management skills, as well as communication and publication/presentation skills.