Multi-facility Director, Patient Exp, (FT) Wise, Dickenson & Lee Co.

SCOPE OF POSITION
​The Multi-facility Director, Patient Experience is responsible for assisting in setting the direction, coordination and implementation of the facility-wide patient experience programs within the specified market.  The Director shall  manage the department in a cost-effective manner by utilizing current materials management techniques, maximizing human resources and continuously reevaluating the manner in which services are delivered. Additionally, team member will assume responsibility for setting strategic direction and programming to meet patient experience goals specific to the facilities within their market working in conjunction with senior leaders for that market and Ballad Health’s VP, Chief Experience Officer.  The Director should participate as a member of the facilities’ leadership team as appropriate.

Establishes, reviews and updates policies and procedures relating to patient experience efforts consistent with the Ballad mission, vision and values. Analyzes, selects and implements programs necessary to achieve the goals for patient experience in conjunction with corporate resources.  Team member gathers and disseminates information from patient experience surveys to allow trending and program evaluations. Communicates patient experience programs, information, scores, comments, etc. to management and team members within the market developing interventions specific to the needs of the facility. 

The Director will train team members in customer relations and service recovery programs.   The Director will  oversee the complaint management system for the market for proper follow-up and closure of service-oriented complaints.  The Director will be responsible for additional duties as assigned.

REPORTING RELATIONSHIP
​See Table of Organization.

EDUCATION AND EXPERIENCE
​Bachelor’s degree in Hotel Management, Marketing, or Public Relations. Three to five years experience in a leadership guest relations role.