Satellite Healthcare Director, Patient Experience in San Jose, California
Requisition Number 18-0674
Post Date 11/9/2018
Title Director, Patient Experience
Location Corporate HQT
Job Status Full Time
Work Hours 40
City San Jose
Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy
choices, personalized clinical services, and unparalleled wellness education.
Satellite Healthcare provides expert, personalized kidney care at over 90 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare at www.satellitehealth.com .
The Patient Experience Director is the leader of the Patient Experience Program for Satellite. The Director drives the development and execution of the program and ensures appropriate governance.
The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite’s I-CARE Standards.
Drive the Satellite Healthcare culture and values through the combined focus on quality care and patient service.
Communicate the objectives of a SHC patient experience and drive patient experience strategy in alignment with Satellite’s pillars, mission, vision, and values.
Direct the Patient Experience program:
Develop and manage overall work-plan(s) to ensure progress and achievement of goals
Organize and manage resources for optimal performance against goals and work-plans
Monitor and manage risks of the program
Measure and report on progress, achievements, and risks
Develop strategies and tactics to meet overall expectations of the program
Create reminders for keeping dates and commitments of tasks
Review and provide an analysis of patient experience data. Synthesize patient experience feedback and to facilitate broad understanding.
Support centers in interpreting their patient experience results and facilitating improvement initiatives.
Develop and execute on various strategic initiatives related to patient experience.
Collaborate with the Education Department to develop training materials and participate as needed to train staff from various backgrounds.
Provide SHC executive team with updates and understanding of the patient experience and their impact on results.
Recruit and retain an appropriate team.
Account for outstanding customer service to all external and internal customers.
Develop and maintain relationships through effective and timely communication.
Take initiative and action to respond, resolve and follow up regarding customer service issues in a timely manner.
Commit to Satellite’s mission with a passion for patient experience improvements.
Collaborate with multiple departments and the field to ensure SHC meets or exceeds the patient experience goals as measured by CMS’s ICH CAHPS or Satellite’s internal home patient experience survey.
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.
Education: Bachelor’s Degree required, Master’s Degree preferred
Minimum three years’ experience in healthcare or related field
Experience in Patient Care Experience and/or ICAHPs management preferred
Knowledge, Skills & Abilities:
Communicate effectively with employees
Able to oversee the work of others and gathering people and resources as necessary
Able to chair and provide oversight of Patient Experience Advisory Board
Able to produce concise written material regarding sensitive information
Able to maintain the appropriate level of confidentiality
Able to continuously prioritize issues
Quality Improvement, Collaboration & Teamwork
People: Crucial Conversations, Social Intelligence, Emotional Intelligence, Conflict Management, Job Knowledge, Change Leadership, Talent Development, Servant Leadership
Service: Relationship Building, Communication Skills, Customer Focus, Time Management
Growth: Strategic Orientation, Execution, Takes Initiative, Impact & Influence, Business Acumen
Finance: Achievement Orientation, Profitability Skills, Analytical Thinking, Multi-site management
Satellite Healthcare, Inc. (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. We offer a drug-free work environment.