BravoTech
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Executive Director Patient Experience
Job Description
Job Summary:
The Executive Director, 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.
• 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.
The Executive Director, 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.
• 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.
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