Patient Experience Director

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Work Shift

Day

Work Day(s)

Monday-Friday

Shift Start Time

8:30 AM

5:30 AM

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

This position is responsible for applying extensive knowledge of patient experience, continuous process improvement practices, project management, and change management to develop and execute strategic initiatives that support organizational patient experience goals.

Experience

• 3+ years of progressive patient/customer experience and/or service excellence experience and knowledge
• Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management
• Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results
• Track record of building cohesive and highly engaged teams
• Experience collaborating with clinical partners/roles to drive participation in improvement initiatives

Preferred Qualifications

• Master’s degree

Education

• Bachelor’s degree

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Strong analytical skills
• Team and project leadership
• Ability to rally and orchestrate cross functional resources/stakeholders, driving collaboration
• Project management
• Hospitality, service excellence or consulting experience
• Strong knowledge of Epic and its reporting capabilities (Slicer Dicer, etc…)
• Strong communication skills, including executive storytelling and presentation skills utilizing data
• Nimble and able to handle multiple tasks, challenges and projects
• Curious and creative

Job Responsibilities

• Develops and executes strategies to improve patient satisfaction and overall service delivery across the patient family journey.
• Analyzes patient family feedback and operational performance data to identify and implement improvement initiatives.
• Delivers significant and measurable business results by leading several long-term strategic patient experience projects and initiatives.
• Serves as a consultant and subject matter expert to clinical and administration stakeholders for patient family experience improvement.
• Orchestrates system resources/stakeholders in the buy-in and execution of patient experience improvement initiatives.
• Identifies industry best practices and makes recommendations on how to apply them to the Children's Healthcare of Atlanta system.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

1575 Northeast Expy NE

Director/Senior Director