DIRECTOR, EXPERIENCE OF CARE | Richmond, VA Market
**Must be located in Richmond, VA with 25% monthly travel to Hampton Roads, VA and Greenville, SC markets**
Primary Function/General Purpose of Position
The Experience of Care Director leads market-based team focused on driving experience of care system strategies, tactics, and behaviors to achieve experience of care excellence as noted by achieving experience of care KPI targets.
Essential Job Functions
Deploys system experience of care strategies, tactics, and behaviors in their market
Provides experience of care support across departments and disciplines
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Collaborates with system experience of care colleagues on best practices
Licensing/Certification
None
Education
Bachelors Degree, healthcare, nursing or related field required
Masters, healthcare, nursing or related field preferred
Work Experience
7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required
Working Conditions -
Long-distance or air travel as needed- not to exceed 10% travel.
General office environment.
* Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Skills
Plan and lead change (change management)
Ability to assess deviation from best practices and effectively apply solutions
Problem/conflict resolution
Customer service champion
Data trending and analysis
As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
\nWhat we offer
\n \n Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)\n Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts\n Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders\n Tuition assistance, professional development and continuing education support\n \nBenefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com