Director Patient Experience at UnityPoint Health

Overview1st Shift Mon-FriThe Director Patient Experience leads develops and executes strategies that deliver exceptional experiences for patients and families team members and communities. This role partners with operational clinical and service excellence leaders to hardwire a culture of patient-centered care and develop measurable improvement strategies. This position leads a team of experience professionals drives improvement through data insights and best practice and fosters innovation working to ensure continued trust in UnityPoint Health.Why UnityPoint HealthAt UnityPoint Health you matter. Were proud to be recognized as a Top 150 Place to Work in Healthcare by Beckers Healthcare several years in a row for our commitment to our team members.Our competitive Total Rewards program offers benefits options that align with your needs and priorities no matter what life stage youre in. Here are just a few: Expect paid time off parental leave 401K matching and an employee recognition program.Dental and health insurance paid holidays short and long-term disability and more. We even offer pet insurance for your four-legged family members.Early access to earned wages with Daily Pay tuition reimbursement to help further your career and adoption assistance to help you grow your family.With a collective goal to champion a culture of belonging where everyone feels valued and respected we honor the ways people are unique and embrace what brings us together. And we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.Find a fulfilling career and make a difference with UnityPoint Health.ResponsibilitiesLead and mentor a team of experience professionals fostering professional growth and collaborationProvide oversight and/or closely collaborate with key departments such as Patient Experience Patient Relations Language Services Volunteer Services and Spiritual CareDesign and implement a strategic framework for improving the patient and family experience across care settings in alignment with system standardsProvides direction supervision and support to team members. Delegates accountability and responsibility appropriately to leadership team. Ensures effective recruitment selection supervision and retention of direct reports and departments reporting to Director.Embed patient experience principles and best practices into leadership development hiring onboarding and daily operationsManage departmental budget and resources to effectively align with organizational goals.Establishes efficient ongoing monitoring systems including capital operating expenses staffing productivity equipment tests procedures/policies information system and fiscal requirements.Conducts annual performance appraisals for assigned team members.Develop and maintain communication to establish regular and consistent communication with team embers leaders and key stakeholders.Oversees daily operations to ensure delivery of high-quality services and support. Provides ongoing monitoring and oversight to annually assess effectiveness of department and organizational outcomes.Analyze and interpret data from patient experience surveys complaints and grievances and external sourcesSet performance targets and support departments in creating action plans tied to key drivers and opportunities for improvementEnsure compliance with CMS DNV and other regulatory requirements related to complaints grievances and patient rightsFacilitate training programs on service-related competenciesRecognize and elevate best practices; design programs to celebrate staff who demonstrate exceptional experience behaviorsEngage Patient & Family Advisory Councils (PFACs)Elevate the voice of the patient across the organization to inform decision-making service design organizational priorities and educationParticipate in quality and patient experience committee.QualificationsEducation:Bachelors Degree in healthcare administration social work nursing communication or related field required or equivalent experience.Experience:5 years healthcare and/or customer service experience required3 years patient experience patient relations language services volunteer services process improvement or complaint resolution experience required3-5 years of leadership experience in patient experience or related field requiredCredentials:Certified Patient Experience Professional within 2 years of employment start date preferredOther:Excellent interpersonal verbal and written communication skills with ability to handle sensitive interactions with professionalism empathy discretion and executive presenceStrong critical thinking and conflict resolution skills; ability to de-escalate emotional situationsFamiliarity with CMS grievance guidelines DNV standards HIPAA and patient rightsAbility to work independently while contributing to a collaborative team environmentHighly organized with attention to detail; comfortable prioritizing and working with deadlinesBilingual or multilingual communication skills preferredCompetency using electronic health record and patient feedback tools (e.g. Epic RLDatix NRC Health Press Ganey etc.) preferredRequired Experience:Director Key Skills CSS,InVision,Balsamiq,HTML5,Information Architecture,Ux,Usability,Fireworks,User Research,UI,Axure,Experience Design Employment Type : Full-Time Experience: years Vacancy: 1