Introduction

We are seeking a(an) Administrative Director of Patient Experience with St. David’s HealthCare to promote growth and unlock possibilities. At HCA Healthcare, we are committed to the care and improvement of human life. Share your leadership skills and come make a difference with us!

Benefits

St. David’s HealthCare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

We are seeking a(an) Administrative Director of Patient Experience for our team to be an innovator. HCA Healthcare partners with Harvard Pilgrim Institute and the CDC to use our data from more than 26 million patient encounters each year to impact the industry. Come build your career with us!

Job Summary and Qualifications

Reporting to the Division Vice President of Patient Experience, the Patient Experience Division Director, is a key member of the Patient Experience Team. In this capacity, the Division Director, Patient Experience is integrally involved in assisting the VP of Patient Experience with strategic planning and coaching plans. The Patient Experience Division Director will interact with hospital leaders, direct caregivers, ancillary and support staff within the HCA Central West Texas facilities and division leadership. The visibility of the position, the importance of its success and scope of the work to be accomplished make this one of the most important and challenging positions in healthcare today. This position has been designed to provide thought leadership, subject matter expertise, and training aligned to all initiatives, policies, programs and education that will lead to a “world-class experience” for all patients and families receiving care or services within HCA Central West Division. The position also requires the candidate to be a “champion” for patient rights and organizational ethics.

• You will provide operational insight into the coaching and strategic plans, facilitates execution of the HCA Central West Texas (CWT) patient experience strategy in collaboration with the Vice President of Patient Experience.
• You will serve as a consultant/advisor to HCA CWT division facilities facilitating and conducting on site coaching visits in the CWT.
• You will demonstrate understanding and coaching competence in the following areas: Leadership evaluation, leadership institutes, service excellence and accountability systems – collectively termed Evidenced Based Leadership
• You will have an understanding of Evidenced Based Leadership Model executing the CWT Division sequenced work plan. You will engage actively all levels of leadership and staff to maximize and scale evidenced based practices.
• You will utilize evidence based best practices including but not limited to Nurse Leader Rounding, Employee Rounding, Senior Leader Rounding, Hourly Rounding, Standards of Behavior, Peer Interviewing, etc.
• You will use knowledge of measures of data for HCAHPS and CMS guidelines, Emergency Department, Out Patient Surgical CAHPS, Out Patient Test and Treatment
• You will provide professional and high quality communication to the CWT team building effective relationships with the CWT facilities and division.
• You will support the development of framework for HCA CWT patient experience that includes hiring and onboarding the right people, arming leaders and staff with education and skills to accomplish the desired results, actively monitoring progress and rewarding and recognizing accomplishments.
• You will identify skills and processes to influence and modify the behaviors of the wide range of individuals who come in contact with patients and families, and incorporate those into actionable and measurable systems to achieve results.

What qualifications you will need:

• Bachelors Degree required
• BSN preferred
• Master's degree preferred
• Minimum of 5-7 years healthcare background preferably with operational leadership and supervisory experience
• Ability to organize workload to provide reliable follow-through and meet timelines/deadlines
• Ability to build strong relationships at all levels in an organization
• Ability to develop a full understanding of Evidence Based Leadership and HCA practices and tools and communicate them effectively to afford Division growth
• Knowledge of current trends and best practices in patient experience and service excellence relevant to services provided by hospitals, medical staffs and integrated healthcare systems.
• Knowledgeable about patient and family centered care initiatives.
• Knowledge of hospital organizations, policies, procedures and forms.
• Resourcefulness to identify and search for information that is not readily available.
• Ability to establish and maintain effective working relationships across the HCA enterprise.
• Demonstrated track record of bringing great ideas in patient service to fruition through the alignment of ideas, people and processes.
• Expertise in service recovery and cutting edge patient service programs is highly desirable.
• Highly developed thoughtful, analytical skills; ability to function at a high level in a fast paced environment.
• Superb interpersonal, verbal and written communication skills, particularly in the areas of caring and compassion, to communicate effectively with patients, physicians, managers and high level administrative staff, as well as, nursing, clinical and other support staff who are critical to facility functions.
• Able to prioritize and manage multiple projects simultaneously.
• Demonstrated experience as a project manager, preferably related to customer and/or patient satisfaction, with the ability to effectively lead project teams and keep teams on task.
• Strong working knowledge of theories and principles of facilitation/process improvement tools and techniques.
• Ability to act independently to solve problems and develop recommendations.
• Undeterred by challenges and barriers to change, as well as persistent and undaunted by resistance.
• Collaborative, transparent, approachable and passionate about the goals at hand.
• Results oriented with the ability to not only set goals but also design, implement and monitor plans for improvement.
• Proven ability to bring projects to successful completion with sustainability.
• Engaging with outstanding interpersonal skills and a polished, professional presence.
• Politically savvy, understands when to seek counsel and to involve others; results oriented change agent who is an effective business systems thinker.

St. David’s HealthCare, is one of the largest healthcare systems in Texas and the third-largest employer in the Austin area. St. David’s HealthCare was formed through a unique partnership between HCA Healthcare and two local non-profits — St. David’s Foundation and Georgetown Health Foundation.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in costs for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

Join our family of over 180 hospitals and about 2,000 sites of care to drive excellence and raise the bar for our over 35 million annual patient encounters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.