The Director, under the direction of the Executive Chief Nursing Officer and Chief Patient Experience Officer (ECNO & CPXO), and in conjunction with senior administrative and clinical leaders develops and implements strategic agendas, annual goals, objectives, budgets and provides administrative oversight for MUSC Health patient experience functions including patient satisfaction measurement and reporting, Patient and Family Centered Care, and Patient and Family Advisor Program. Working closely with senior leaders, clinicians, physicians, and administration, this position plans, develops, implements and oversees programs and projects designed to evaluate and improve the patient and family experience. This role has primary responsibility for oversight of site-specific work, using a collaborative style to ensure system collaboration and communication to provide seamless patient experiences, and assuring data transparency across the health system. This position is charged with enabling technology and best practice to remove barriers and improve efficiency. The Director of the Patient Experience ensures the incorporation of MUSC Health Mission, Vision and Values into competencies and behaviors with the intent to dramatically improve the experience of patients and families across all care sites. Responsible for planning, monitoring and measurement, integrating the physician clinical department’s and hospital services across MUSC Health as it relates to the patient experience and related initiatives.
Master's degree required. Minimum seven years of progressive patient experience and/or service excellence experience and knowledge and minimum five years of leadership experience. For qualified “out-of-industry” candidates, progressive leadership experience in hospitality-focused industries (e.g., hotel, guest accommodations, restaurant management, etc.) Excellent organizational, communication and analytical skills are necessary. Highly skilled at collaboratively executing large, multi-functional and system wide initiatives with demonstrated ability to develop and lead a team. Experience as a process change leader in a healthcare or hospitality environment with demonstrated results in organizational effectiveness, process improvement, project, management and change management. CPXP (Certified Patient Experience Professional) required within one year of hire.
Internal Number: A511180
About Medical University of South Carolina
MUSC Health, the clinical enterprise, operates a 750-bed medical center in Charleston, South Carolina, which includes a nationally recognized Children’s Hospital, the Ashley River Tower (cardiovascular, digestive disease, and surgical oncology), Hollings Cancer Center (one of only 66 elite National Cancer Institute designated centers), a Level I Trauma Center and the Institute of Psychiatry. In addition, there are more than 100 outreach clinics and telehealth sites (http://www.muschealth.org/about-us/).