Division Director, Patient Experience

  • HCA
  • Richmond, VA, USA
  • Jul 08, 2017

Job Description

Job Code: 25505-38417


No Weekends

POSITION SUMMARY: Provides strategic direction and leadership to accomplish results in all customer satisfaction areas, including patient and physician satisfaction. Provides coaching to leaders and staff through site visits, personal coaching and training to ensure staff at all levels of the organization are competent to support the delivery of patient centered care.

  • Requires self-direction and exceptional interpersonal skills in order to effectively communicate with all levels of management, staff and external customers.
  • Must possess strong facilitation and coaching skills.
  • Must positively interact with diverse personalities in all levels of the organization.
  • Must be able to establish credibility, to prioritize, to be decisive, tactful and flexible.
  • Must have strong analytical and problem solving skills and tools, including methods and situations where previously accepted methods have proven inadequate.
  • Demonstrated ability to manage complex projects.
  • Must be able to use independent judgment in the coordination of many interrelated activities.
  • Must maintain confidentiality of patient and employee records.
  • Must demonstrate service orientation through examples of written and oral communication.
  • Proficiency in computer applications required.
  • Complies with all patient safety protocols and procedures associated with a "Patients First" culture.

Master's Degree - (Healthcare related field, organizational development or business hospitality)

  • 6-8 years of progressive experience in management (people and operations) as well as coachingfacilitation for large organizations in the area of customer service.
  • Hospital clinical experience - Nursing experience preferred
  • History of accomplished results

Last Edited: 07/06/2017