Job Description

Position Title

System Director of Patient Experience

Job Description

Purpose & Scope:

The System Director of Patient Experience and Volunteer Services is responsible for creating processes and procedures to support liaison between patients and the Health System to provide channels for communication and complaint resolution. Oversees the VHC Health - Volunteer Program and provides a liaison for the VHC Health - Arlington Auxiliary. The System Director of Patient Experience and Volunteer Services is responsible for The Joint Commission compliance for Patient Rights and Organizational Ethics. Leads the development and implementation of a patient-centric culture within a healthcare organization, ensuring a positive and consistent patient experience across all touchpoints. This role involves crafting and executing strategies, analyzing feedback, and driving initiatives to improve patient satisfaction, loyalty, and engagement. Provides direction and manages the operation of the department consistent with the mission and vision of the organization. Must possess the ability to relate to persons of all ages and of diverse backgrounds, skills and abilities.

Education:

Bachelor's degree is required.

Master's degree is preferred.

Experience:

Five years of experience in the healthcare field or in a related field is required.

Certification/Licensure:

CPXP Preferred.

Physical Requirements:

Administrative:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential function of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions: Repetitive movement of hands and fingers - typing and/or writing. Walking: moving about on foot to accomplish tasks, sometimes for long distances. Frequent standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Frequent communications, verbal and written, and auditory acuity. Visually or otherwise identify, observe and assess. Cope with mental, emotional stress associated with this position. Operate Office machines properly and in accordance with Hospital safety standards. Perform light lifting (up to 15 pounds). Ability to work within deadlines with frequent interruptions. Ability to work in accordance with Hospital Safety Standards.

Working Conditions:

Administrative:

Works in a well-lighted/ventilated office setting. Subject to frequent interruptions. Willing to work beyond normal working hours when requested to do so. Minimal occupational exposure to infectious diseases, blood borne pathogens, hazardous chemicals, noxious odors, latex, or musculoskeletal injuries. May encounter patients, family members, co-workers, and visitors under all conditions, e.g. hostile and/or emotionally upset.

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