Responsible for the development, planning, and oversight of patient experience function and all related programs, strategies, initiatives, policies, and procedures. Leads the patient experience function for the hospital and drives its success. Responsible to review and communicate HCAHPS, OASCAHPS, and CMS guidelines to the facility and system leadership. Will serve as a resource to leadership to develop, implement, promote, and evaluate all inpatient, emergency department, and outpatient experience activity. Accountable to support and manage the organizational needs as well as the design, implementation, and evaluation of patient experience programs that facilitate the professional development and continuous learning of all team members and providers. Translates the concepts of service excellence, patient experience, and patient relations into actionable behaviors. Manages all efforts to ensure the highest patient employee and leadership satisfaction on the patient care experience. Ensures patient rounding is completed consistently. Works closely with leadership to help problem solve customer experience concerns. Provides day to day coaching and mentoring of team members. Must demonstrate strong problem solving skills, a positive attitude, self-starter, and excellent attention to detail. This position will manage patient experience programs to ensure high-quality facility appearance and collaborating with operation leaders and holding them accountable for advancing service excellence throughout Riverside Regional Medical Center. This position will work closely with operational leadership, physicians, and nursing leadership to achieve excellence in patient experience and to achieve patient experience goals. This role will report to the Nurse Executive and also will have a reporting relationship to the RHS System Director of Service Excellence. Provides support and expertise in organizational development projects for management and the executive team as requested. Participates in professional organizations & healthcare collaboratives, and translates evidence based methods and applies new technology to advance our organization.
Riverside began serving the Virginia Peninsula community in 1916. In 1963, Riverside moved to the present 72-acre location in Newport News on J. Clyde Morris Boulevard. A 450-bed facility, Riverside Regional Medical Center is the Virginia Peninsulas most comprehensive medical facility combining the most recent computerized medical technology with a healing environment. The Pavilion is a 250,000 sq. ft., $107 million, 3-story addition to Riverside Regional Medical Center, which opened in 2013. This acute care facility provides a regional cancer care center, the Peninsula regions only comprehensive stroke center, the areas only open-heart surgery program, the regions only Level II Trauma Center, and a cornerstone neurosciences program that includes the Chesapeake, Riverside and University of Virginia Radiosurgery Center.
Education: Master's degree in relevant discipline - Nursing, Organizational Development, Healthcare Management, Service Industry or a written plan to advanced degree completion within 3 years is required.
Experience: Minimum of two (2) years of customer satisfaction/complaint resolution required.
Certifications/Licensure: Prefer Specialty Certification as a Certified Patient Experience Professional (CPXP). Current Registered Nurse license required from Commonwealth of Virginia (or compact state) preferred.