The Director of Patient Experience provides strategic direction and leadership toward achieving benchmark performance in patient and customer satisfaction areas, including patient, staff, and physician satisfaction. Compiles and provides hospital data and analysis. In collaboration with the executive team, develops a strategic plan to improve the patient experience. The Director monitors and reports on implementation and results of that plan.
The director designs, develops and presents coaching programs and provides consultative support in order to increase operational effectiveness to improve customer/client satisfaction. He/she serves as a role model and coach to Nursing, Operations, Managers, external vendors, and employees. Participates in goal setting for department level, entity, and regional patient satisfaction. Communicates goals and assists in the development of coaching models, action plans and timelines for completion.
Serves as a key player in the establishment of organization targets and monitors best practices in the industry. Directs needs assessment processes, depending on the assignment, and consults or facilitates with individuals or groups to assure high quality outcomes.
Responsible for the coordination of all activities associated with the Service Excellent process. Plans, coordinates, supervises, and manages the organization's risk management functions involved in identifying, preventing, or minimizing events that may be potential liability exposures.
Licensed as a Registered Nurse to practice nursing in Michigan
A minimum of 3 years customer service related or nursing experience
Bachelor's degree in Nursing or related health care field
Internal Number: 19007079
About McLaren Flint
McLaren Flint is a 378 bed tertiary teaching facility located in Flint, Michigan, serving the medical needs of residents in greater Genesee County and mideast Michigan. McLaren Flint is affiliated with Michigan State University College of Human Medicine in its medical residency programs including family practice, internal medicine, general surgery, orthopedic surgery and radiology. McLaren Flint also maintains vascular surgery and health psychology fellowship programs in partnership with Michigan State University.