Patient Experience Director

Job Summary

The Director of Patient Experience will be responsible for overseeing the patient care services. He/ She will oversee VIP Patient Services, Patient Access, Call Center, and Medical Records to ensure that patients receive high-quality care at all times. Also, they will be responsible for resolving any issues that may arise with patients and/or family members and that require intervention from a customer service perspective.

Job Responsibilities 1

Manages the development and implementation of the Department’s policies, systems, processes, and procedures, identifying potential areas of improvement, to support an efficient and effective operation.

Provides input into the preparation and consolidation of the Department’s budget, monitors financial performance during the year, identifies areas of unsatisfactory performance (if any), and recommends mitigating actions.

Establishes the short and long-term strategy for Patient Experience Department, translates it into business plans with objectives and performance indicators and report on the progress of activities against those plans to measure success to support the achievement of TVH’s strategic objectives.

Designs and implements strategies, processes, and policies that ensure consistent delivery of care across different units or departments and allow reaching the required service levels for The View Hospital (TVH).

Develops an organizational Patient Experience strategy focused on all points of patient care and innovative strategies for improvement to ensure the optimal functioning of the Outpatient and Inpatient Departments and other patient services and compliance with the Ministry of Public Health, regulatory requirements, policies, and processes.  

Develops a coherent registration and scheduling platform to streamline patient journey ensuring accurate financial compliance in regard to prices, fees, patient share, insurance coverage, and insurance policies to ensure all patients’ accounts and charges are billed correctly.

Administers, coordinates, and reviews the performance of patient access functions across the organization including pre-registration, insurance verification, prior authorization, financial clearance, financial counseling and registration for Hospital and clinic services.

Job Responsibilities 2

Establishes and develops operational plans, initiatives, and programs that enhance the Outpatient and Inpatient Departments image and support the implementation of the Patient Experience strategy at the organizational level, in line with TVH mission and vision.  

Structures, communicates, promotes, and implements the required plans for all TVH facilities for the cultural transformation towards Signature Services.

Aligns, coordinates, and designs, programs, policies, education, and other staff development initiatives to ultimately improve patient services and promote patient and family centeredness.

Designs, implements, and maintains the methodology for continuous improvement with which the causes that affect service levels are corrected and patient satisfaction is guaranteed. 

Identifies, updates, monitors, and manages the KPIs and metrics required to establish the actions required for the improvement and the implementation of activities.

Regularly and continuously communicates the opportunities for innovative approaches to influence the patient satisfaction data and the implications for everyone’s efforts to improve the patient experience.

Collaborates with physicians, nurse leaders, department heads and line managers to integrate new patient centered programs and initiatives into the organization.

Maintains interface with departmental personnel to ensure there are adequate space and facilities for patient care and coordination of facilities. 

Promotes and leads the development of new non-face-to-face channels, identifying processes and channels of communication with the patient to improve, creating new tools that allow solving inconsistencies or reducing shortcomings detected in other channels, investigating about new tools or technologies generated for the attention of patients.   

Additional Responsibilities 3

Job Knowledge & Skills

Strong Knowledge of the Healthcare industry.

Knowledge of JCI accreditation standards and state BOH regulations.

Thorough knowledge of the Ministry of Health’s regulations, laws, and utilization review committee planning, organization, and management.

Knowledge of medical staff bylaws, rules, and regulations, and the state peer review statute.

Excellent Knowledge of reporting & analyzing outcomes, KPIs.

Proven ability to grow a Healthcare business.

Previous demonstration of the ability to market successfully.

Computer literacy, including the use of word processing and other software packages.

Genuine interest in working within a caring environment.

Team Player and problem-solving skills.

Ability to communicate effectively at all levels.    

Job Experience

Minimum 10 years of experience (Required).

Previous experience in Patient Care and operations in a complex organization.

6 years of managerial experience. Work experience directly related to patient experience and healthcare quality improvement.

Minimum 3 year in GCC (Preferred)

Competencies

Education