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Director, Patient Experience
MU Health Care
Columbia, MO | Full Time
$112k-153k (estimate)
1 Month Ago
Patient Experience Director
MU Health Care
Columbia, MO | Full Time
$112k-153k (estimate)
1 Month Ago
Patient Experience Coach
MU Health Care
Columbia, MO | Full Time
$39k-52k (estimate)
10 Months Ago
Director, Patient Experience
MU Health Care Columbia, MO
$112k-153k (estimate)
Full Time | Hospital 1 Month Ago
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MU Health Care is Hiring a Director, Patient Experience Near Columbia, MO

LOCATION: Columbia, Missouri
ABOUT THE JOB
As the Director of Patient Experience, you play a crucial role in enhancing the overall care experience for patients and their families at MU Health Care. You will be responsible for developing, implementing, and overseeing programs designed to improve patient satisfaction and outcomes. This includes working closely with department leaders to ensure staff members are trained in best practices and delivering a positive experience to patients, while also monitoring and reporting on performance against desired outcomes and metrics. Additionally, you will provide leadership over the operational, financial, and personnel activities of hospital volunteers, pastoral care, and the gift shop.
 ABOUT YOU
We are seeking an accomplished and experienced business professional with a proven track record of successfully implementing and leading customer experience programs. As the ideal candidate, you possess a deep understanding of customer/patient satisfaction metrics and goals, and are adept at proactively leading multiple departments through experience-focused change management. You thrive in the responsibility of creating exceptional experiences for customers in every interaction, from parking their car to care coordination.
You are a relationship builder with a keen sense of empathy and attentiveness. You are skilled at problem-solving, and you respond to patient feedback and concerns with agility and grace. As an innovative collaborator, you can adapt to changing circumstances and respond to unexpected challenges in a timely and effective manner. Above all, you are a highly accountable, results-driven leader who is committed to achieving measurable improvements in patient satisfaction and experience.
 <<<<HERE TO SUBMIT OFFICIAL APPLICATION TO MU HEALTH CARE>>>>>>
ABOUT US
MU Health Care is leading academic health system located in beautiful Columbia, Missouri. We are comprised of University Hospital (a level I Trauma Center), Missouri Orthopaedic Institute, Women’s Hospital, Children’s Hospital, Ellis Fischel Cancer Center, and Missouri Psychiatric Center, and over 50 clinics.
Learn more about MU Health Care. Learn more about living in Columbia, MO.
 
EMPLOYEE BENEFITS
· Health, Vision, and Dental on your first day
· 40 days off including Vacation, Personal Days, Sick Leave and Holidays
· Multiple retirement options including 100% matching up to 8%
· Employees are fully vested in 3-years
· Tuition assistance for employees (75%) and immediate family members (50%)
· Discounts on cell phone plans, rental cars, gyms, hotels, and more!
· See a comprehensive list of benefits here. 
 
POSITION DETAILS
Shift: Salaried day shift
Compensation: $110,000.00 to $179,000.00 annually depending on experience
<<<<HERE TO SUBMIT OFFICIAL APPLICATION TO MU HEALTH CARE>>>>>>
 
REQUIRED QUALIFICATIONS
Master’s degree in healthcare administration, public health, organizational development, human resources, marketing, business, or a related field -OR- or a bachelor’s degree with an equivalent combination of education and experience from which comparable knowledge, skills and abilities can be acquired.
Seven (7) years of progressively responsible experience in customer or patient experience, healthcare administration, or related area.
 
JOB DUTIES
Work with hospital staff and Volunteer Services to ensure that the best possible care is provided to patients.
Analyze all aspects of patient experience, including inpatient satisfaction, outpatient satisfaction, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores, and Net Promoter Scores. Report patient metrics, patient satisfaction surveys, and qualitative data related to patient, family, and community experiences to all levels of the organization.
Create strategy, develop programs, and implement action plans to improve patient experience and achieve organization goals.
Conduct regular audits of patient care areas to ensure compliance with standards and regulations.
Monitor patient feedback channels (e.g., surveys, comment cards, etc.) and take timely action to address and resolve patient and family concerns.
Partner with other departments to resolve problems and identify continuous improvement opportunities that impact patient experience.
Serve as a resource to staff on best practices for providing exceptional patient care. Investigate patient complaints and grievances and partner with appropriate organizational leaders for improvements and remediation.
Ensure that gift shop and pastoral support services positively enhance patient and family experience.
Maximize the use of volunteers to support hospital operations and positive community relationships.
Keep current on industry trends and best practices related to patient experience.
May complete unit/department specific duties as outlined in department documents.
KNOWLEDGE, SKILLS, and ABILITIES
Exceptional leadership, communication, and interpersonal skills.
Flexible and adaptable, with the ability to thrive in a fast-paced, changing environment.
Ability to think strategically and execute tactically.
Ability to analyze data and draw insights to inform decision-making.
Ability to design and implement customer experience initiatives with a positive impact on organizational performance.
<<<<HERE TO SUBMIT OFFICIAL APPLICATION TO MU HEALTH CARE>>>>>>
 
EEO Statement
We value the uniqueness of every individual and strive to ensure each person’s success. Contributions from individuals with diverse backgrounds, experiences and perspectives promote intellectual pluralism and enable us to achieve the excellence that we seek in learning, research, and engagement. This commitment makes our university a better place to work, learn and innovate.
 

Job Summary

JOB TYPE

Full Time

INDUSTRY

Hospital

SALARY

$112k-153k (estimate)

POST DATE

04/02/2023

EXPIRATION DATE

05/15/2024

WEBSITE

muhealth.org

HEADQUARTERS

COLUMBIA, MO

SIZE

3,000 - 7,500

FOUNDED

1839

TYPE

Private

CEO

MITCH WASDEN

REVENUE

$500M - $1B

INDUSTRY

Hospital

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About MU Health Care

MU Health Care provides patient and family-centered care, education and research for the healthcare sector.

Show more

The job skills required for Director, Patient Experience include Patient Care, Leadership, Health Care, Patient Satisfaction, etc. Having related job skills and expertise will give you an advantage when applying to be a Director, Patient Experience. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Director, Patient Experience. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Director, Patient Experience positions, which can be used as a reference in future career path planning. As a Director, 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, Patient Experience. You can explore the career advancement for a Director, Patient Experience below and select your interested title to get hiring information.

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