System Director of Patient Experience at Tower Health in West Reading, Pennsylvania

Job Description:

Job Summary



In this role, the System Director will be responsible for the following:

• Develop and execute a comprehensive patient and family experience program, focusing on creating a patient-centered care journey.


• Collaborate with various departments, including clinical staff, administration, and support teams, to create a seamless and patient-centered care journey.


• In partnership with the Patient Advocates, analyze patient feedback, complaints, and surveys to identify areas for improvement and develop action plans to address any concerns.


• Establish and maintain patient and family experience metrics to monitor and evaluate the effectiveness of the program and make data-driven decisions.


• Implement training and development programs for staff to ensure a consistent, compassionate, and culturally appropriate approach to patient care.


• When a possibility presents itself, oversee the creation of welcoming and aesthetically pleasing environments throughout the hospital, ensuring that patient and family spaces are comfortable and engaging.


• Foster a culture of empathy, understanding and inclusivity among all hospital staff, empowering them to go above and beyond to meet patient needs.


• Collaborate with the marketing team to communicate the hospital's commitment to patient and family experience and create positive narratives about patient success stories.


• Stay updated on industry best practices, emerging trends, and technological advancements to continuously improve patient experience initiatives.


• Serve as a patient advocate and engage with patients and their families to gather feedback and assess their needs.


• Establish a Patient and Family Advisory Council

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Qualifications




Education Requirements:

• Registered Nurse licensed in PA (Preferred), though direct patient care is not a component of this role.


• Bachelor's degree in Healthcare Administration, Human Services, Sociology, Business Management, or a related field preferred.

Required Skills:

• Bilingual Required (English and Spanish)


• Proficiency in MS Office Suite of products to create report out presentations

Experience:

• Proven experience in a leadership role within a healthcare setting, with a focus on patient and family experience improvement.


• Excellent interpersonal and communication skills in both English and Spanish, with the ability to engage and collaborate effectively with diverse teams.


• Strong analytical and problem-solving abilities to identify areas for improvement and develop effective solutions.


• A passion for patient advocacy and a dedication to delivering exceptional healthcare experiences.


• Experience in project management and the ability to prioritize and manage multiple initiatives simultaneously.


• Knowledge of patient satisfaction surveys and experience in analyzing and utilizing patient feedback to drive improvement.


• An innovative mindset, with the ability to think creatively and implement innovative patient and family experience initiatives.

Overview



As the System Director of Patient Experience, you will be responsible for leading and implementing strategies to enhance the quality of care and overall experience for Tower Health patients and their families. You will play a vital role in cultivating a culture of exceptional service across our health system and instilling a sense of warmth and compassion throughout the organization. The role oversees the patient and family experience including management of patient satisfaction for all Tower entities. This role also serves as a liaison between patients, families and the hospitals, in order to obtain solutions to non-medical problems, complaints, and unmet needs for services and support. The role reports to the Chief People Officer and works collaboratively with the hospital executives, leadership, and inter-disciplinary teams as well as the community to promote a positive patient experience 100% of the time.


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