Director - Patient Experience Performance

Overview:

The patient experience leader is responsible for implementing and sustaining Mercy's patient experience strategy and behavioral service standards across a community's continuum of services. This role involves collaborating with the executive leadership team to provide operational and customer insights, and direct process and behavioral observations to target service improvement and strategic growth opportunities. The leader oversees the service recovery process, partners with front line leaders to support improvement efforts, and manages projects that enhance caregiver engagement, leadership accountability, and patient loyalty. They exemplify Mercy's values and actively model leadership competencies and service standards in daily work. Additionally, the patient experience leader works with local executives to identify key performance indicators (KPIs), track and review these metrics, and communicate process and performance improvements to ensure patient satisfaction and operational efficiency.

Qualifications:

• Minimum Qualifications:
• Experience:
  • 5 years leadership & direct oversight for programs or operations experience coaching, developing, and mentoring direct and indirect reports. Demonstrated experience may be gained from prior roles, through completion of college degrees, or a combination of applicable professional and educational experiences.
• Preferred Qualifications:
  • Education: Associate's of Nursing.
  • Bachelor's degree in healthcare, Business, Management, Hospitality or related.
  • Advanced database and analytics training.
  • Lean process improvement & project management training.Experience:
  • Proven track record of large-scale change implementation and outcomes improvement through influence vs. direct authority.
  • Experience bringing a diverse mix of people and roles through collaborative decision making and to consensus.
• License(s): Current RN license within the hiring state and/or compact licensure in which nursing duties are performed and must meet all state board of nursing requirements.
• Certification(s): Patient Experience Leadership/Advocacy Beryl Institute Certified Patient Experience Professional (CPXP) AIM or similar Change Management certification MANDT or similar de-escalation certification.
• Skills, Knowledge, Abilities:
  • Excellent communication skills including a high degree of professionalism and personal presence in both verbal and written form.
  • Critical thinking skills, decisive judgement, ability to handle daily work with minimal supervision.
  • Proficient in Microsoft Office Suite, including Word, Excel and PowerPoint.
  • Responsive to customer needs, being present to understand concerns and complete in researching root cause and solutions.
  • Excellent grammar, verbal articulation and composition skillsKnowledge:
  • Knowledge of healthcare operations and regulatory requirements related to quality, service and associated value measures.
  • Understanding of data analysis and statistical inference techniques.
  • Ability to handle conflict and respond in an empathetic, tolerant and flexible manner in stressful situations.
  • Ability and comfort in producing and presenting information to various groups from executive leaders to front line caregivers.
  • Strong organizational skills, able to work on multiple projects simultaneously.

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!

We’re bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We’re expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and unafraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.

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