Director, Patient Experience

Job Description:

The Patient Experience Director is a leadership position responsible for developing and driving Baptist Health Louisville's strategy around transforming the Patient and Guest Experience. The Director will execute and hardwire evidence-based prescriptive tools and practices to create and sustain a culture of Service Excellence and continually enhance the patient experience for the hospital.

The Director defines, creates and implements a strategy that centers on Service Excellence and the patient experience resulting in high employee engagement, effectiveness and efficiency, and exceptional patient care outcomes. This position will serve as a lead resource and coach to the executive leadership team on matters of organizational development as related to patient experience initiatives and outcomes.

The Director will provide leadership, expertise, facilitation, training and coordination of various teams to ensure and enhance the patient and guest experience. The Director will also oversee the program and processes established to respond to patient complaints and service recovery.

The ideal candidate for this integral position will have strong interpersonal skills, the ability to interact effectively with a wide variety of stakeholders, have experience in program development, and have strong analytical and planning skills to include experience with various software applications and data sets. Familiarity with PeopleSoft eLearning Solutions is a plus. A strong background in Performance Improvement and Team Facilitation is desired. The candidate for this role must be able to effectively manage time and be a self-starter. experience.

Requirements:

Bachelor's degree required; masters degree preferred.

A minimum of seven years expereince leading service excellence initiatives preferably in a healthcare setting.

Demonstrated knowledge of principles of human behavior, adult learning, management principles/practices, and assessment/change methodologies required.