• Job Description

  Req#: 910312

  Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

  Primary Purpose

  The Director, Patient Experience is responsible for providing oversight and leadership in planning, developing, implementing, monitoring, and directing Service Excellence initiatives at Parkland Health. In collaboration with the Chief Experience Officer, Office of Talent Management, and other operational leaders, the Patient Experience Director is responsible for developing long-term strategies and facilitating tactics to continuously cultivate a culture of Service Excellence that enhances Parkland’s mission and helps deliver on our promise of providing a superior care experience for every patient, every visit. Reporting to the VP & Chief Experience Officer, this role will also work with the Health Systems Research department to disaggregate patient experience data and feedback from patient encounters along with other facets of our business to drive better care experiences and health outcomes.

  Minimum Specification

  Education

  • Bachelor's Degree in nursing, human resources, healthcare administration, hospitality, marketing, or related field required
  • Master's Degree strongly preferred

  Experience

  • Must have two (2) years as Director of Patient Experience, Service Excellence, or similar Director role in a smaller organization (less than 3000 employees) or Manager of Patient Experience or similar role (greater than 3000 employees) in a larger organization –OR–
  • Seven (7) years of experience in patient experience, service excellence, human resources, or related field, with emphasis on customer service
  • Three (3) years of healthcare experience strongly preferred

  Equivalent Education and/or Experience

  • May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

  Certification/Registration/Licensure

  • Certified Patient Experience Professional (CPXP) certificate must be completed within 18 months of start date.
  • Prefer a Lean Six Sigma certification.
  • Prefer a Conflict Resolution certification.
  • Prefer a Project Management certification.

  Skills or Special Abilities

  • Must have a familiarity with Press Ganey surveys and Change Management to improve scores.
  • Must have experience in developing patient experience programs and conducting complex data analysis.
  • As applicable, will be required to demonstrate acceptable knowledge of nursing standards of care for specialty care areas.
  • Must have project management, strategic planning, and problem-solving skills.
  • Must have excellent interpersonal, writing and communication skills.
  • Must be an energetic orator able to speak effectively to and motivate groups.
  • Must be able to lead teams and facilitate collaboration amongst cross-functional teams.
  • Must possess ability to influence all levels of the organization.
  • Must be adept at numerical and statistical analysis.
  • High degree of Microsoft Office proficiency, especially in Excel, Word, PowerPoint, and Outlook.
  • Must be highly organized and detail oriented.
  • Must be able to demonstrate effective time management.

  Responsibilities

  1. Serves as a subject matter expert and consults with internal clients to enhance, standardize, and hardwire a culture of Service Excellence. Supports the CXO in formulating the strategic vision and presents tactical recommendations.
  2. Plans, develops, introduces, implements, monitors, and evaluates Service Excellence initiatives designed to improve the overall experience of care and liaises with other leaders and operational areas to ensure integration at all levels of the organization.
  3. Develops, reviews, and implements strategic and operational plans for patient experience, creating a unique experience that will be a differentiator in the industry and drive future growth.
  4. Utilizes and analyzes Press Ganey patient survey information to track and monitor patient experience metrics (HCAHPS, CAHPS, etc.) and identify opportunities for increased success.
  5. Partners with CXO to develop and monitor system-wide action plans that create a superior care experience and reinforce the organization’s desired culture. Provides division/service line-specific patient experience data to the Talent Management Business Partners (TMBPs) who will work with leaders, in partnership with the Director of Patient Experience, to develop appropriate action plans.
  6. Via consistent reports, updates the CXO and triad leaders on the status of patient experience metrics, mining for best practices and highlighting any areas that need intervention.
  7. Oversees day-to-day operations of the Patient Experience team and liaises with multidisciplinary system-wide partners to ensure relevant programs and tactics are developed with employee input and are disseminated across the organization.
  8. Continues to evolve strategies for improving patient experience metrics over time, to align with industry research and peer benchmarking. Produces updated reports, charts, and infographics to enable decision making. Recommends system-wide strategies and tactics aligned with Parkland’s HRO journey.
  9. Works with Workforce Development team to develop and/or select Service Excellence education, training, and reinforcement programs for Parkland’s workforce members. Works with OTM and Corporate Communications to openly celebrate behaviors that emulate Parkland’s values.
  10. Collaborates with other OTM departments such a as Leadership and Professional Development to facilitate positive new leader and new employee orientation programs that reflect and highlight Service Excellence expectations from a cultural perspective.
  11. Works with Talent Acquisition to ensure that recruitment is accomplished with the organization’s culture and values in mind, and that the hiring and placement process includes evaluations that support this approach.
  12. Develops recognition strategies to include reviewing, evaluating, and making recommendations for departmental and system-level reward and recognition programs that support the foundation of Service Excellence.
  13. Provides consultative advice to leaders and colleagues based on direct observation and knowledge.
  14. Partners with OTM and Corporate Communications to design and execute internal communication and brand strategies that reinforce why Parkland Health is the system of choice for those seeking a superior care experience.
  15. Drive strategic planning to ensure all workforce members are “on board” with service standards.
  16. Develops annual operating budget, monitors, and analyzes ongoing performance and productivity and implements necessary corrective plans.
  17. Manages vendor relationships related to the development, delivery, and execution of a comprehensive Service Excellence strategy, including reward & recognition initiatives.
  18. Other duties as assigned.

  Job Accountabilities

  1. Identifies and analyzes the design of jobs, work processes, workflows, etc. for the area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.
  2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
  3. Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
  4. Develops and monitors annual budgets that ensure the department has the necessary funds to carry out the goals and objectives that have been established for the department.
  5. Develops, implements, monitors, and revises annual goals and objectives for the department that support the missions and objectives of Parkland.
  6. Selects, trains, schedules, motivates, supervises, and evaluates employees making recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge.

  Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

• About the company

  Parkland Memorial Hospital is a hospital in Dallas, Texas, United States.

Notice