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POSITION SUMMARY:
The Director of Patient Experience is responsible for leading the transformation of the patient experience at Boston Medical Center and making patients the organizing principle for every activity at the hospital. This position will effectively partner with leadership throughout the hospital to transform the BMC patient experience with a focus on improving patient satisfaction for our diverse population. Using the vision and mission of the organization as a framework, the Director will provide leadership and accountability for programs that impact the patient experience to accomplish the growth and service objectives as established by the management team. The Director will establish and maintain strong relationships with BMC leaders, effectively communicating performance updates.
The Director of Patient Experience is responsible for assessing, creating and managing organization-wide structures that support the patient-centered strategic initiatives at BMC. The Director is responsible for establishing a system to provide a timely and effective response to compliments and concerns and to collaborate with Patient Advocacy on complaints and grievances from patients and families. The Director collaborates with quality improvement, patient safety, risk management, compliance and clinical colleagues to resolve system issues and develop improvement tactics ensuring a patient and family-centered focus. The Director ensures measurement and communication of the patient experience across the organization, using data to enhance care and provide feedback to improvement teams.
Critical qualities for this position include dynamic listening skills, trust and relationship building abilities, and an intrinsic and compassionate understanding of the challenges surrounding people and change. In order to work in diverse settings, this Director must exhibit a collaborative leadership style, strong team building skills and the sensibility to recognize the impact of emotional intelligence on relationships and processes. Two attributes that are essential for this position include patience and perseverance in order to attain effective results among teams and with our patients, families, and employees.
Position: Director of Patient Experience
Department: Chief Quality Officer
Schedule: Full Time
ESSENTIAL RESPONSIBILITIES / DUTIES:
JOB REQUIREMENTS
EDUCATION:
Bachelor's degree in a healthcare administration, business administration, organizational development, clinical area (i.e. nursing) or social sciences required.
Master's degree in business, organizational development, management engineering, healthcare administration or related field strongly preferred
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED :
Accredited Customer Service/Patient Satisfaction training
EXPERIENCE:
KNOWLEDGE AND SKILLS:
Equal Opportunity Employer/Disabled/Veterans
Full Time
$125k-168k (estimate)
05/01/2024
05/19/2024
bostonmedicalcenter.com
BOSTON, MA
3,000 - 7,500
2017
Private
BRIAN J D
$200M - $500M
Hospital
Boston Medical Center is a non-profit medical centre that provides primary and speciality care services to adults and children.
The following is the career advancement route for Director of Patient Experience positions, which can be used as a reference in future career path planning. As a Director of Patient Experience, it can be promoted into senior positions as a Chief Patient Experience Officer that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Director of Patient Experience. You can explore the career advancement for a Director of Patient Experience below and select your interested title to get hiring information.