Chief Patient Experience Officer
Stony Brook, NY, USA | Leading Internet / Online Media Company
Industry:Internet / Online Media
Customer Experience & Support
Job Description:74 people have viewed this job
Under general supervision, plans, directs and coordinates the activities of the Patient Experience Department and related consultants. Designs programming to improve the patient experience for patients and families including improved communication techniques. Orchestrates patient and family centered activities. Interprets and analyzes patient satisfaction data for the dissemination to the organization. Plans large-scale patient satisfaction and engagement education events. Develops and is involved in patient and family centered care initiatives. Participates as a member of the executive staff team in planning and budgeting activities.
Duties of the Patient Experience Officer may include the following but are not limited to:
+ This position participates in goal setting and policy development for department level, entity and regional patient satisfaction.
+ Develop and implement appropriate strategies to improve patient satisfaction, health services delivery and employee engagement.
+ Assist leadership in the development of action plans based on report data and responsible for monitoring the results of the plan. Lead teamsin developing attainable goals based on data analysis to be used in formulation of action plans.
+ Recognizes positive behavior contributions to the organization using praise, appreciation and rewards.
+ Respond to and manage patient and family complaints, concerns and suggestions for improvement while adhering to CMS guidelines for complaint resolution. Interact with various departments to address complaints that are submitted from various sources including, but not limited to, our patient survey company, correspondence to executive staff, website portal and social media platforms. Track all complaints/grievances and disseminate this data system wide for process improvement.
+ Work with third-party patient satisfaction survey company to conduct surveys in the inpatient and outpatient environments and ensure a smooth flow of data feedback to system users. Employee data analytics to track trends and develop interventions based on data analysis. Ensure access of data to all users.
+ Manage employee customer service recognition programs as well as the hospital’s service recovery program.
+ Chair the Patient and Family Experience Council which is comprised of service line leaders, executive staff and patients. Manage the Grievance Committee in collaboration with Regulatory Affairs and in consultation with Risk Management and Quality.
+ Promotes positive interpersonal relationship with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistent Lee displays courteous and respectful verbal and nonverbal communications.
+ Adheres to, complies with and demonstrate support for the mission and values of Stony Medicine.
+ Sets clear expectations for staff by developing job specific customer service expectations and behaviors for each position supervised; clearly communicates expectations to each employee and establishes the expectations as job requirements and performance appraisal components; delegates responsibility/authority whenever possible.
+ Conducts all performance evaluations on time, working with each employee at least annually to set specific behavioral goals.
+ Identifies training and staff development needs of employees and ensures appropriate training provided.
+ Initiates formal/informal activities with employees to develop departmental cohesion and collegiality.
+ Actively identifies problems and opportunities for improvement; identifies appropriate solution involves others in the implementation process.
+ Adheres to Stony Brook Medicine and departmental attendance guidelines.
A minimum of five (5) customer service operational experience in a hospital or healthcare setting. Proven experience with patient satisfaction data in the development of organizational initiatives to improve patient and family experiences and satisfaction. Proven experience achieving goals.
Prior experience in a highly unionized, public sector Healthcare setting.