Director, Patient Experience

Organization:

MPHS-Mills-Peninsula Medical Center

Position Overview: 

Leads, directs and coordinates strategic and tactical plans that result in measurable improvement in the organization wide delivery of services to patients. Works closely with other operational leaders to assure all channels of care have patient experience as the top priority and delivered as such. Identifies opportunities for improvement at the front line as well as any global process change or improvement necessary to achieve a high level of patient satisfaction. Works to cascade strategies and execute action plans to improve the patient experience while supporting operational and financial success. Exercises necessary, appropriate authority and accountability for the administration of patient satisfaction expectations and necessary process improvement. Responsible for the development and planning of all educational activities associated with incorporating the preferred behaviors required to improve patient experience. Ensures coordinated and harmonious working relationships among assigned departments and between operations.

Job Description:

EDUCATION
Equivalent experience will be accepted in lieu of the required degree or diploma.

Bachelor's: Human Resource Management, Organization Development, Business Management or related field or equivalent education/experience


PREFERRED EXPERIENCE AS TYPICALLY ACQUIRED IN:

10 years of recent relevant experience


SKILLS AND KNOWLEDGE

Extensive knowledge in the areas of human resource management, organization development, training, adult learning theory, measurement and evaluation, customer service principles and health care administration.

Must have a background in customer service, health care administration and operations.

Training, facilitation, and curriculum development skills, ability to conduct culture assessments and design organization development plans that support strategic business objectives. Verbal and written communication skills

Must demonstrate business acumen, proactive attitude and creativity in problem solving, leadership, and sound decision-making.

Ability to lead, challenge, and motivate staff.

Demonstrated skill in establishing and maintaining effective working relationships. Must have communication skills, including written, verbal, presentation and interpersonal.

Must have the ability to create an environment that encourages cooperation, motivation, innovation, and high-performance teamwork. Ability to delegate responsibility and authority to staff, whether or not a direct reporting relationship exists.
Pay Range: $57.94 - $86.91

The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package.

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Friday, Monday, Thursday, Tuesday, Wednesday

Weekend Requirements:

None

Benefits:

Yes

Unions:

No

Position Status:

Exempt

Weekly Hours:

40

Employee Status:

Regular

Number of Openings:

1

Sutter Health Affiliates are equal opportunity employers EOE/M/F/Disability/Veterans.

Salary : $58 - $87