DIRECTOR PATIENT EXPERIENCE
- Job ID 1805002572
- Date posted 01/19/2018
- Facility Doctors Medical Center of Modesto
Doctors Medical Center Modesto is a 465-bed multispecialty hospital located in California’s San Joaquin Valley. The hospital is home to a verified level 2 trauma center, cardiology and open heart surgery program, pediatrics, high risk obstetrics and a level 3 NICU, neurology including spine specialties and deep brain stimulation services, oncology, a behavioral health campus and the region’s first DaVinci Robotic Surgical system. We are there for patients at every stage of their life and we are there for nurses at every stage of their career.
DMC is one of the largest employers in Stanislaus County with over 2,500 employees including 1,200 nurses, and 150 volunteers. There are 600 physicians representing almost all specialties and subspecialties. Together, we are known as the Team for Life, which symbolizes the range of capabilities at DMC and the spirit and passion for the best in coordinated care and patient outcomes. With almost 100,000 emergency room visits and 30,000 patient admissions each year, we are known for our fast paced clinically excellent environment.
We are also known for FIRSTS! We opened the region’s first Level III NICU, the first Stroke Center, the first Chest Pain Center, and the first Level II Trauma Center.
Our mission is to improve the quality of life of every patient who enters our doors. Our approach makes us unique and defines our future.
As we seek to improve the quality of our patients’ lives, to serve our community, to provide an exceptional environment for our employees and affiliated physicians, we are guided by five core values:
Quality. Quality is at the core of everything we do and every decision we make.
Integrity.We manage our business with integrity and the highest ethical standards.
Service. We have a culture of service that values teamwork and focuses on the needs of others.
Innovation. We have a culture of innovation that creates new solutions for our patients, physicians and employees.
Transparency.We operate with transparency by measuring our results and sharing them with others.
These values are the reasons our patients, staff and physicians choose us, and we seek relationships with nurses who share them. Here at DMC, we have a culture of support for nursing, which is at the forefront of quality care. Our standards are high and our reputation depends on it.
The Director, Patient Experience is responsible for implementing, leading and maintaining service excellence and patient and family centered care best practice strategies across the organization. This position will be judged on the ability to identify and implement patient experience improvement initiatives directly related to enhancing HCAHPS scores to reflect Doctors Medical Center's commitment to an exceptional patient experience. In addition, the role is responsible for developing, implementing and maintaining an exemplary Patient/Family Advisory Council to ensure the voice of the patient is considered in all process and improvement activities. The Director, Patient Experience, in collaboration with our Volunteer Services Manager, seeks opportunities to identify and implement volunteer initiatives that positively impact frontline interactions between patients, families, staff and volunteers.
The Director, Patient Experience engages staff to continuously enhance the patient experience by inspiring a culture of patient and family centered care and serving as a role model for patient experience excellence. Ensures actions and behaviors identified to improve the patient experience are standardized, implemented and standard work validated to ensure consistency and sustainability across the organization. The Director, Patient Experience will analyze patient experience survey results and identify, prioritize, plan, and oversee improvement efforts.
- CA RN License
- Bachelors Degree in Nursing preferred
- 2+ years experience in customer service industry, patient experience or health care administration management
- Excellent interpersonal and verbal communication skills
- Demonstrated leadership skills, strategic thinking and management experience
- Proficient in Microsoft Word, Excel and PowerPoint
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