Company: Yale-New Haven Hospital Saint Raphael Campus
Posted on: May 3, 2021
To be part of our organization, every employee should understand
and share in the YNHHS Vision, support our Mission, and live our
Values. These values - integrity, patient-centered, respect,
accountability, and compassion - must guide what we do, as
individuals and professionals, every day.
At Bridgeport Hospital, we are committed to providing quality
medical care and treatment that is coordinated and centered on the
patient's specific needs. We strive to achieve benchmarks as a
Patient Centered Medical Home and provide health care in a setting
where patients are at the center of their care team. All employees
of Bridgeport Hospital are part of the patients care team and
contribute to the team approach of promoting access, continuous,
comprehensive care and work to provide quality improvement in the
care provided to their patients.
Responsible for the Patient Relations Department and Volunteer
Services Department and the Gift Shop. serving as a role model and
coach for staff, and a liaison between patients, patient families,
visitors, hospital staff and medical staff. Is responsible to
ensure the hospital's compliance with CMS conditions of
participation for patient grievance management, Joint Commission
regulations related to patient rights notification, and mandates
regarding communication with patients of Limited English
proficiency and who are deaf/hard of hearing. Develops programs
necessary to respond to patient needs and provide feedback by
obtaining solutions/issues/concerns that are identified. The
successful candidate enhances patient and family awareness of the
institution's concern for and responsiveness to their well-being.
Ensures the hospital's overall commitment to exceptional delivery
of patient care by imparting a caring attitude, which is critical
to the continued success of the organization. Works collaboratively
with all departments and assists with the implementation and
sustainment of initiatives to improve the overall patient
experience. Serves as a knowledge expert around the implication of
HCAHPS measures including value-based purchasing, reimbursement and
the impact to the hospital's bottom line.Directs, plans, implements
and coordinates the patient experience and service excellence
activities throughout the Hospital. Works collaboratively with all
departments and assists with the implementation and sustainment of
invitiatives to improve the overall patient experience. Identifies
themes and develops action plans resulting from patient
- 1.ORGANIZATIONAL LEADERSHIP: Directs, coordinates and promotes
the Hospital's efforts to improve the Patient Experience by
providing expert knowledge, best practices and quality improvement
methodologies. leads by example and models our values and Standards
of Professional Behavior.
- 2.PATIENT FEEDBACK DATA: Accurately gathers, evaluates,
organizes, deciphers and disseminates feedback on the patient
- 2.1Manages contracts for patient satisfaction measurement,
working with vendor to utilize tools to identify and research best
pratices and implement performance improvements.
- 3.DEPARTMENT MANAGEMENT: Successfully builds and manages the
Patient Relations Team, Volunteer Department, The Patient
Experience Associates and the Patient Experience Concierge.
Ultimately responsible for all department functions.
- 3.1Oversees operations of the Patient Relations Department
including financial management, staffing, and measuring and
monitoring patient satisfaction.
- 4.PATIENT AND FAMILY CENTERED CARE: Supports the organization's
commitment to patient and family centered care.
- 4.1Works with leadership to modify hospital practices and
policies that negatively impact patient experience.
- 5.SERVICE PERFORMANCE IMPROVEMENT: Identifies trends in patient
experience and develops strategies to improve the patient
- 5.1Serves as knowledge expert on service performance
improvement for staff and physicians.
Bachelors Degree required. Masters Degree preferred in health care
related field or hospital management, process improvement.
Minimum of 3 - 5 years of management experience in a health care
clinical setting directly involved in patient satisfaction.
Hospital operation leadership experience required.
Excellent verbal, written, and interpersonal skills, Excellent
administrative, organizational and management skills. Ability to
work independently, build effective teams, and work with teams.
Familiarity with survey methodologies. Requires strengths in
problem solving, working with diverse people, facilitating
workgroups/meetings and making public presentations
Highly visible position. Requires rounding on patients, families
and hospital leaders and staff. Requires high energy, positive
attitude, frequent telephone use, computer use and travel. Must be
able to perform the essential job functions with or without the
assistance of reaosnable accommodationas determined on a case by
YNHHS Requisition ID
Keywords: Yale-New Haven Hospital Saint Raphael Campus, Bridgeport , Director-Patient Experience, Other , Bridgeport, Connecticut
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