We are Emerus, the leader in small-format hospitals. We partner with respected and like-minded health systems who share our mission: To provide the care patients need, in the neighborhoods they live, by teams they trust. Our growing number of amazing partners includes Allegheny Health Network, Ascension, Baptist Health System, Baylor Scott & White Health, ChristianaCare, Dignity Health St. Rose Dominican, The Hospitals of Providence, INTEGRIS Health, MultiCare and WellSpan. Our innovative hospitals are fully accredited and provide highly individualized care. Emerus' commitment to patient care extends far beyond the confines of societal norms. We believe that every individual who walks through our doors deserves compassionate, comprehensive care, regardless of their background, identity, or circumstances. We are committed to fostering a work environment focused on teamwork that celebrates diversity, promotes equity and ensures equal access to information, development and opportunity for all of our Healthcare Pros.

The purpose of this position is to coordinate planning and execution of System-wide service excellence and patient relation programs. In this position, the Director will 1) oversee a data driven program collecting tracking and analyzing service excellence trends for optimizing service outcomes, 2) create a strategic vision for senior leadership that will ultimately cascade down to the hospitals, 3) communicate System progress on service and patient relation initiatives to all relevant team members including entity executives patient relations employees and clinical employees, and 4) coaches System employees to maximize the use of customer service tools and programs for enhanced patient experience.

• Plans and coordinates Patient Experience programs
• Serves as a project coach/consultant for Patient Experience projects and consulting opportunities to further the service excellence knowledge gained within the assigned client organization to facility clients.
• Leads Patient Experience Council meetings.
• Collaborates with external experts to implement evidence-based service excellence tools and processes throughout hospitals.
• Provides guidance regarding patient experience data collection, tracking, distribution and communication.
• Promotes a service ethic to change longstanding behaviors of frontline workers and management.
• Focuses the organization on reforming management and employee behavior and retooling operational processes to align them better with patient needs.
• Hardwires management and employee practices to ensure exceptional service on an ongoing basis. This includes the development of service standards and prescriptive language.
• Researches, reviews, and implements best practices for patient experience.
• Challenges the organization to set stretch goals and to exceed their own expectations.
• Oversees management and training of multidisciplinary teams to use customer service tools and principles in daily activities.
• Works with contracted vendor to administer CMS CAHPS surveys. Maintains compliance for local level of responsibility.
• Develops an annual sampling plan based on budget, patient volume and historical response rates.
• Gatekeeper for giving staff access to vendor web site. Trains staff on: vendor web site features, reading/understanding reports. 

• Attend staff meetings or other company sponsored or mandated meetings as required
• Perform additional duties as assigned

• Bachelors degree in related field required; Masters degree preferred
• 10 years healthcare operations experience, including patient satisfaction.
• 5 years’ experience in progressive management roles or the equivalent with a sound knowledge of management service excellence tools and processes.
• Written and oral communication skills at a level where the incumbent deals effectively with people at all levels and can influence others to gain acceptance for important System and clinical programs and processes.
• Strategic thinking ability at a level where the incumbent can scan internal and external environments to determine strengths, opportunities and threats and the ability to prioritize strategic initiatives.
• Position requires fluency in English; written and oral communication