Director of Patient Experience

Role Overview

• Lead an integrated, comprehensive, and proactive Patient Experience program for UAMS.
• Develop and implement strategies that enhance the experience of patients and their families.
• Promote a culture of Patient
• and Family-Centered Care (PFCC) across the institution.
• Advocate for improving patient experience and driving meaningful change throughout the organization.
• Direct the Office of Patient Experience.
• Manage and coordinate campus initiatives and projects aimed at improving patient and family experience.
• Collaborate with campus leaders to integrate PFCC principles into institutional policy, practice, patient care models, curricula, and research programs.
• Educate, coach, and train staff and community partners on PX strategies to optimize care experience.
• Ensure adherence to laws, regulations, and accreditation requirements related to patient and family experience.
• Serve as a trusted liaison between senior leadership, medical/nursing staff, and patient advisory councils.

Requirements

• Bachelor’s Degree in public policy, healthcare administration, or a related health field required.
• Five (5) years of experience in a healthcare environment, including administrative or clinical experience in Patient/Family Centered Care programs.
• Experience leading groups in quality improvement/performance improvement initiatives.
• Project management skills, including defining objectives, coordinating work, and managing resources.
• RN or clinical degree in healthcare preferred.
• Patient Experience Certification or Process Improvement Certification preferred.
• Applicable licenses, certificates, or registrations based on education.
• Mastery of communication modalities, including verbal communication, leading meetings, and making formal presentations.
• Excellent organizational skills and strong interpersonal skills to work effectively with all levels of hospital personnel, as well as patients and families.
• Highly flexible with the ability to manage and respond to changing priorities.
• Strong active listening skills to identify patient and family needs, whether spoken or implied.
• Proficiency in Microsoft Word, Excel, PowerPoint, Publisher, and other technology tools.
• Solid understanding of process improvement methodologies.
• Ability to work independently and self-directed.
• Patient experience data software experience preferred.

Benefits

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy