Description

Are you looking for a work environment as a Director of Patient Experience where diversity and inclusion thrive? Submit your application with Medical City Arlington today and find out what it truly means to be a part of the Medical City Healthcare team.

We are committed to providing our employees with the support they need. At Medical City Arlington, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Some of our unique benefits we offer include:

• Student Loan Repayment
• Tuition Reimbursement/Assistance Programs
• Paid Personal Leave
• 401k (100% annual match - 3%-9% of pay based on years of service)
• Identity Theft Protection discounts
• Auto, Home, and Life Insurance options
• Adoption Assistance
• Employee Stock Purchase Program (ESPP)

We are seeking a Director of Patient Experience for our facility to ensure that we continue to provide all patients with high quality, efficient care. We are an amazing team that works hard to support each other and we are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply now!

The Director of Patient Relations and Patient Experience will drive and foster a culture of patient and family-centered care and service excellence while improving the patient and family experience and patient relations. This position will support the Mission to continuously improve the quality and cost effectiveness of care by 1) listening to our customers, 2) advocating for our customers' concern, 3) facilitating change to meet the needs of our health service customers, and 4) moving towards proactive problem resolution to meet the customer needs and expectations on an ongoing basis; 5) acting as liaison between consumer of healthcare services and the organization's administration, staff and physicians. This position will provide both the patient relations and patient satisfaction survey functions for Medical City Arlington Hospital.

Job Summary:

• Serves as a central resource for information concerning Patients' Rights and Responsibilities.
• Coordinates, investigates and resolves consumer grievances concerning the quality of care complaints by providing a formal grievance mechanism for the hospital.
• Acts as a liaison between patients, their families, community, physicians, and hospital staff. Monitors grievances.
• Navigates institutional processes on behalf of the patient; Responds to patients, in writing, resolutions to the patient's grievances in a timely manner.
• Understands problem resolution processes.
• Directs the effort to collect, analyze, and evaluate consumer satisfaction data. Utilizes feedback to facilitate systems improvements to better meet the consumer's needs.
• Reports and plans with the leader's improvement plans for departments and organization;
• Prepares reports for senior management and department managers.
• Provides expertise on customer needs and expectations and acts to educate staff and physicians concerning these issues.
• Develops educational and promotional materials on Patients' Rights and communication improvement opportunities to impact customer satisfaction and safety.
• Provides leadership and/or consultation to committees that impact on consumer needs and respect for Patients' Rights.
• Participates on other committees as indicated or appropriate.
• Facilitates the Patient Advisory Board.
• Promotes confidentiality, respect and dignity for all persons as standards for department and hospital.
• Refers consumers to appropriate services and resources.
• Directs volunteer and college intern activities (visitation teams, project management, etc.) within the scope of Patient Relations.
• Train managers/staff on website use and answer questions regarding use of the Press Ganey website and survey process.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• Participates in Patient Satisfaction and Patients' Rights issues at designated MCA committees.
• Plan, develop and implement staff training for service recovery, patient rights, patient experience as needed.

Located in Arlington, Texas, the facility was originally opened in August of 1976 as Arlington Community Hospital in a rural part of town. Medical City Arlington has developed into a 432-bed full-service hospital located in the heart of the growing South Arlington area. There are more than 1,400 full-time and part-time nurses, therapists, technicians and other healthcare personnel that make up our team. Medical City Arlington is proud to be a leader in Dallas/Fort Worth healthcare with nearly 600 highly skilled physicians who represent a wide variety of medical specialties. Together we form a team that is focused on high-quality care delivered safely in an environment filled with compassion and service.

HCA Healthcare has been continually named a World's Most Ethical Company by Ethisphere since 2010. In 2018, HCA Healthcare spent an estimated $3.3 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

Be part of an organization that invests in you. We are actively reviewing applications for our Director of Patient Experience opening. Highly qualified candidates will be promptly contacted for interviews. Submit your application and help us raise the bar in patient care!

• Masters in Healthcare Field or Business.
• Minimum 5 years experience in acute care hospital setting.
• Specific experience with patient experience, patient advocacy, conflict resolution and customer relations is required.
• Certification in Patient Experience or Conflict Resolution preferred.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.