Senior Director Patient Experience
Req #: 34503
Full Time
Shift: Days
Patient Experience
United Health Services Hospitals
Johnson City, NY
Weekly hours: 40

The Senior Director for Patient Experience will be responsible for developing, leading, and monitoring the tactics to improve and enhance the patient experience for our patients through the engagement of providers and staff across multi-site facilities. In addition, the Senior Director will be responsible for transforming the patient experience to not only align with a robust service culture that supports our values but also focus on our patient-centered approach. The Senior Director will work with Executive Leadership and staff to implement and evaluate programs that will foster continued growth and improvement and being tasked with making the concepts to support the patient experience into actionable behaviors.

Duties include: utilizes rounding, coaching, best practices, and collaboration to improve the patient experience and support a culture of service of excellence; serves as subject matter expert for service excellence, maintaining innovative interventions and programs regarding the patient experience; and track, maintain, and present related metrics regarding the patient experience and utilize feedback from a variety of methods such as surveys, focus groups, complaint information, and direct observation to recommend improvement.

Baccalaureate degree in healthcare, business, or other related field; five years experience in healthcare or a service related industry providing program development around customer service; and three years leadership experience required.

Master’s degree related field and CPXP (Certified Patient Experience Professional) preferred.

It is the policy of United Health Services Inc. and members of the United Health Services System to provide equal employment opportunity to all persons without regard to race, creed, religion, color, national origin, age, sex, marital status, sexual orientation, gender identity or expression, physical or mental disability, citizenship status, domestic violence victim status, familial status, military status or genetic predisposition or carrier status, or any other basis that would be in violation of Federal, New York State or local law.
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Why United Health Services?

We are one of the region’s top employers with an excellent reputation for the care we provide. Our pay, benefits and perks are very competitive. We’re compassionate about patients and respectful of each other. We offer you the stability, size, scope and capabilities of big city health systems, but with the trust and familiarity of more personalized care. We’re engaged with our communities. And, we recognize the importance of work-life balance. Discover the difference you can make, here with us, at United Health Services.

About Our Region

Binghamton, a friendly and close-knit city in Broome County, offers beautiful and affordable homes in downtown, suburban and rural settings, as well as good public and private schools. Nightlife and cultural activities include craft breweries, restaurants and award-winning wineries. First Fridays celebrate local artists and there are frequent music and food festivals. Outdoor activities also abound, from skiing and golf to hiking, biking and more.