Executive Director of Patient Services

The Executive Director of Patient Experience is responsible for leading, designing and implementing initiatives that promote a culture focused on patient centered care and outstanding service and compassion. This role provides direct guidance over the patient experience teams to ensure safe and efficient operation.

Essential Job Functions & Accountabilities:

• Leads, Designs and implements educational programs to support Patient and Family Centered

Care principles.

• Attends, participates and leads multidisciplinary workgroups that establishes best practices and

receive input and involvement from our patients and families.

• Acts as the main resource and advisor to leadership in the assessment and implementation of

patient experience initiatives designed to improve the overall patient experience at JPS Health

Network.

• Provides personnel resource management including hiring, promoting, counseling and terminating

of assigned employees.

• Develops and monitors annual department budget.

• Develops and implements policies and procedures.

• Creates annual objectives and goals for the department and is accountable to those goals and

objectives.

• Participates in, and ensures adherence to departmental Quality Improvement activities,

Compliance Program, Code of Ethics, and Risk Management activities.

• Partners with various departments, including risk management, legal and compliance to

thoroughly investigate and resolve complaints and grievances that follow CMS guidelines.

• Acts as a liaison for assigned health center/clinic with the community, physician groups, other

Network departments and employees, and agencies.

• Utilizes evidence-based practices including but not limited to Patient Rounding, Employee

Rounding, and Leadership Rounding initiatives.

• Resolves conflicts and acts as intermediary between patients, families and staff.

• Collects data and information about patient concerns and makes recommendations as

appropriate.

• Prepares reports on progress, trends, and appropriate recommendations or conclusions.

• Job description is not an all-inclusive list of duties and may be subject to change with or without notice.

Staff are expected to perform other duties as assigned

Required Qualifications:

• Bachelor’s degree in Healthcare, Business Administration, or related field from an accredited

university.

• Minimum of eight (8) years of experience in a healthcare or service-related leadership setting or in lieu of Bachelor’s degree, fifteen plus years of relevant work experience in a Hospital Patient

Customer Care setting.

• Minimum of eight (8) years of experience in a healthcare or service-related leadership setting.

Preferred Qualifications:

• Master’s degree in Healthcare, Business Administration or related field from an accredited

university.

• Ten (10) years of experience in a healthcare or service-related leadership setting.

Knowledge, Skills & Abilities:

• Knowledge of and experience using a strategic business focus and understanding; customer focused

perspective.

• Knowledge of group dynamics and management tools.

• Knowledge of regional and national benchmarks.

• Knowledge and understanding of measures for HCAHPS scores and for CMS guidelines

regarding quality data.

• Skill in project management.

• Skill in organization, communication, and facilitation skills—able to interact credibly with executive

management, physicians and leaders across the organization.

• Skill in thinking logically; communicating complex topics into simple written and/or oral

presentations.

• Ability to interact and communicate respectfully with diverse populations and cultures.

• Ability to maintain confidentiality. Ability to organize work and meet deadlines.

• Ability to handle difficult people successfully and work in a stressful environment.

• Ability to interact with co-workers, other hospital staff and management staff.

• Ability to communicate with vendors, staff, supervisors, managers, directors and administrators.