Director, Consumer Experience

at  Sentara Healthcare

Sentara Health is seeking to hire a qualified individual to join our team as a Director, Consumer Experience.
Position Status: Full-time, Day Shift
Position Location: Sentara Northern Virginia Medical Center in Woodbridge, VA
Standard Working Hours: 8:00AM to 5:00PM (ET).

JOB SUMMARY:

Lead the organization’s understanding of the voice of the patient through analytics, interpretation, presentation, and actionable information. Interfaces measurement partner data (e.g. Press Ganey) from surveys, complaints and grievances, rounding observations, and other inputs to build the most holistic understanding of patient perceptions. Trains and develops leaders and team members in experience process and behavioral best practices. Leads Patient Advisory Council(s). Creates and deploys Hospital Action Plan in collaboration with hospital leaders (clinical and non-clinical). Serves as Project Manager for Hospital Action Plan (metrics updates, goal reporting, action plan timeline updates, etc.). Responsible for the delivery of high quality services that meet or exceed consumer expectations. Coordinates the development and marketing of new services within these areas. Contributes to the success of the hospital through achievement of system, hospital, and center goals and objectives.

REQUIREMENTS:

• Bachelor’s degree in related field required. MHA or MBA preferred.
• Experience must be from customer relations/marketing/customer service in a healthcare, hospitality or retail environment.
• Must demonstrate progressive experience in customer/patient relations management as well as experience developing and/or implementing programs and processes for the improvement of patient/customer experience.
• Statistics experience preferred.
• Experience leading patient/member experience initiatives is required. Project manager experience preferred.

EXPERIENCE INTELLIGENCE SUPPORT:

Experience data analytics, data visualization (e.g. Goal Reports and data storytelling), Comment Analysis, and building reports that are “pushed” for used for decision-making and action by leaders.
High-functioning skills in ethnography (people-watching, process watch).

Please refer the Job description for details