Job description
Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 44 distinct markets across 15 states, CHS is committed to helping people get well and live healthier. CHS operates 78 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.
The RN Patient Experience Director works collaboratively with Sr. Director Patient Experience, Sr. VP/CNO, and other Corporate and Hospital Leaders to ensure effective development of Patient Experience initiatives. The RN Patient Experience Director will be responsible for leading, executing, implementing, and evaluating target patient experience initiatives related to clinical care. The Director will also be responsible for working collaboratively with a team in the development of evidence-based projects for system-wide patient experience. This Director, along with the Patient Experience Team, will initiate, implement, and evaluate patient experience strategies for the organization. The Director will also be responsible for initiating best practices that require leadership and staff engagement and assuring implementation and execution is completed and sustainable at the facilities.
*** Please note this position requires availability to travel 25-30% of the time to hospitals, as needed.
Essential Key Job Responsibilities
- Campaigns for setting the Service ‘High Reliability Organization’ (HRO) Culture for the organization.
- Implements strategies that drive and support patient experience initiatives for clinical areas and enhance physician and staff engagement.
- Provides professional coaching to leaders at hospitals, including competency validation and consultation to influence leaders, direct care givers, and physicians to deliver excellent patient experience.
- Collaborates with other Patient Experience Advisors on evaluation of patient/family complaints. Monitors and ensure compliance, progression and follow-up of any patient experience initiatives.
- Increases organizational patient experience performance by promoting and monitoring patient experience tactics and best practices in hospitals. Monitors and evaluates Best Practice execution at all hospitals.
- Maintains an awareness of patient experience updates and standards within the industry and assists with implementation of innovations across the facilities.
- Works collaboratively with on-site hospital management teams to reach operational goals.
- Actively participates in the corporate Patient Experience Improvement Committee to communicate patient experience updates and current trends across all CHS hospitals.
- Works with Patient Experience Team to develop quarterly patient experience educational webinars.
- Analyzes internal and external clinical experience metrics to track trending, and develop strategies for opportunities. Compose reports delivered to leadership teams.
- Serves as an influential expert on patient experience fundamentals and our Compassionate Care Model.
- Perform other related and/or special projects as assigned.
The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
Minimum Qualifications
Required Education and Experience
- Bachelor’s Degree in Nursing. (RN preferred)
- Minimum of 5 years related health care experience in a management position, with responsibility for program development, direction of staff and establishing/maintaining communications and relationships with hospital and corporate teams, process improvement, change management and patient experience with demonstrated ability to drive results.
- Strong planning, customer service, organization, negotiation, decision-making, verbal, written, and interpersonal communication skills are essential to this position.
- Prior experience working with a survey vendor and the accompanying portal (i.e., Press Ganey) preferred.
Required Licensure and Certifications
- Current and valid license as a Registered Nurse (RN) in a state within which CHS operates, Nursing Specialty Certification required
- Certified Patient Experience Professional (CPXP) preferred
Required Minimum Knowledge, Skills, Abilities and Training
- The Employee is required to read, review, prepare, and analyze written data and figures, using a PC or similar, and should possess visual acuity.
- Experience with and understanding of HCAHPS and CMS requirements and guidelines
- Commitment to high standards of excellence, continuous improvement and growth mindset
- Proactive problem solving
- Ability to demonstrate “grace under pressure”
- Ability to work independently and collaboratively
- Ability to contribute to big-picture vision
- Ability to travel 25%-30%
Summary of Essential Cognitive Functions
Ability to comprehend and follow instructions; maintain attention and concentration for necessary periods; synthesize, coordinate, and analyze data, perform simple and repetitive tasks; maintain a work pace appropriate to given workload; perform complex and varied tasks; relate to other people beyond giving and receiving instructions; get along with co-workers and peers; understand the meaning of words and how to use them appropriately and effectively; understand and remember detailed instructions; make independent decisions or exercise judgment based on appropriate information; accept and carry out responsibility for direction, control and planning.
Physical Demands:
In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:
- The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
- The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
- The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.
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