Under administrative direction, manages and directs the duties of patient experience at Beaufort Memorial Hospital to ensure that all patient experience standards are met. This position will report to the Vice President of Quality, Risk & Patient Safety.

The Patient Experience Director will be responsible for:

• Oversight and responsibility for enhancing and continually improving the overall experience of employees, patients and families.
• Clearly defines the optimal "experience," including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
• Continues and builds a culture of service excellence, hospitality, ownership and results across the system.
• Documents and communicates throughout the organization the shared vision for both patient and employee experience improvements.
• Develops the framework & protocols in which all patient and employee experience initiatives will be deployed across the system.
• Develops service, educational, and training programs throughout the system relating to the patient experience and Service Excellence Strategically develops, refines and improves performance metrics and measurements methods using standardized and customized tools.
• Consistently measures results.
• Utilizes coaching, best practices, and collaboration with Risk Management, Quality, and Human Resources to improve service excellence and patient experience throughout the system.
• Identifies and presents key issues impacting the Patient/Family experience for executive leadership discussion and decision making which will include findings, barriers to success and progress towards results.
• Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient and employee experience both locally, nationally, and internationally.
• Monitors national CAHPS and patient experience trends and federal requirements.
• Identifies how top performing hospitals identify & maintain success.
• Creates and monitors service standards for patient relations and employee relations.
• Coaches leaders and staff for improved results and execution of best practices and chosen strategies.
• Responsible for management and oversight of BMH Service Excellence Department budget.
• Supervises the BMH Service Excellence, Volunteer and patient advocate departments
• Negotiates with vendors regarding the patient satisfaction measurement process & is the primary contract owner for patient satisfaction survey tools