• Job Description

  Req#: 2142212

  Job Summary
  Provides strategic leadership and operational oversight for UMC El Paso’s service excellence, patient experience, and service recovery initiatives. The role integrates High Reliability Organization (HRO) principles and ensures alignment with CMS, The Joint Commission (TJC), Leapfrog Hospital Safety Grade, and CMS Star Ratings requirements. Coordinates the satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate. Analyzes results of patient satisfaction survey data and reports findings in the form of formal oral and written presentations to the District Leadership. Collaborates with and actively coaches leadership to develop and implement strategies to improve survey findings and oversees hospital-wide service recovery process. Plans and directs the operational, budgetary, and staff activities of the Patient Experience Department. Promotes a philosophy of customer-oriented care and services. Provides strategic development and oversight of Hospital District Service Excellence and Patient Experience within the guidelines of healthcare/business regulatory bodies.

  Skills
  1. Excellent interpersonal communication and negotiation skills. Ability to use appropriate interpersonal styles and methods to inspire and guide individuals (direct reports, peers, and supervisors) toward goal achievement.
  2. Ability to work effectively with people of all social, economic, and cultural backgrounds.
  3. Ability to express ideas clearly in written documents, presentations or verbal interactions that have accurate organization, structure, grammar, language and terminology suited to the needs and characteristic of the audience.
  4. Ability to translate regulatory and public reporting requirements into operational practice.
  5. Flexible, open-minded, adaptable to change.
  6. Demonstrated leadership capabilities.
  7. Strong organizational and time management skills, as evidenced by capacity to prioritize multiple roles and functions. Demonstrated results-orientation.
  8. Ability to work independently and exercise sound judgment in interactions with patients/families, physicians, regulatory agencies.
  9. Strong analytical, data management and computer skills.
  10. Self-motivated, proven communication skills, confident and persuasive interactions with management and staff-level colleagues.
  11. Bilingual English/Spanish and culturally sensitive is preferred.

  Work Experience
  Seven years of Supervisor/Management experience is required. Strong progressive work experience in patient relations, patient experience, or related areas in a healthcare setting is required.

  License/Registration/Certification
  Current and active license to practice as a Registered Nurse in the State of Texas is required.

  Education and Training
  Bachelor degree Nursing is required. Master degree is preferred.

• About the company

  University Medical Center of El Paso is a non-profit public hospital in El Paso, Texas.

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