14 days old

RN Director Patient Experience Brookwood Medical Center, Birmingham AL

Brookwood Baptist Medical Center
Birmingham, AL 35201
? Extend the healing ministry of Christ through holistic, people-centered health care.

? INTEGRITY - Honoring God in all we do.
? SERVICE - Ministering with Respect, Compassion, and Dignity.
? QUALITY - Defining the highest standard of care.
? TRANSPARENCY - Showing integrity in word and deed.
? INNOVATION - Having courageous creativity.

? Responsible for leading patient experience initiatives, committees, work groups, including education and implementation of initiatives that fulfill the mission of service excellence and creating a culture of passion and commitment for exemplary patient experience.
? Responsible for the daily operations of department managing all patient complaints within facility with appropriate documentation required by governing bodies

? Articulates service excellence strategies and works with the executive and management teams to build support and improving the patient experience while transforming the experience of patient and families in all areas.
? Analyze patient experience survey results and identify, prioritize, plan, and oversee improvement efforts in collaboration of the unit or department leadership.
? Responsible for developing, implementing and maintaining an exemplary Patient/Family Advisory Council to ensure the voice of the patient is considered in all process.
? Implement Patient Experience Council or Committee that will focus on developing and maintaining an active plan in improving patient s perception of care and service.
? Coordinates compliance of records and documentation according to grievance policies and ensures appropriate management of such records
? Coordinates meetings with Risk Management and Executive Leadership to discuss family concerns
? Member of the Alabama Society for Healthcare Consumer Advocacy with responsibility of staying abreast of current trends and keeping the facility updated on such trends. Includes implementing any processes and/or house-wide education needed.
? Represents Administrative rep department at hospital committee meetings to include Ethics, Department of Medicine, Department of ED, Safety Committee, Patient Bill of Rights, Advanced Directivs, and any projects or processes that deal with patient communication
? Responsible for ensuring new employees are educated on Patient Relation issues(Advanced Directives, Confidentiality, Patient Bill of Rights, Ethics) and the Baptist Experience



? Required: Bachelor in business, health care, organizational development, or related field.

? Preferred: Master's Degree

? Five (5) years experience in customer service industry, patient experience or health care administration management.


? Required: State nursing licensure if applicable - RN

? Preferred: Certified Patient Experience Professional (CPXP)


? Learning and Growth Management -

o Communication - active listening, coaching, giving and receiving feedback, communication planning, disagreement/consensus building, effective written and verbal communications, meeting facilitation, and presenting information.

o Manage Relationships - conflict management, negotiations, persuasion/soliciting ideas, and team building.

o Develop Talent identify and recruit diverse talent, apply behavioral interviewing, develop retention and succession plans, evaluate performance, and set goals and standards.

o Lead create supportive innovation environment, motivate and influence, manage a vision/goals and

Job: Managers and Directors
Primary Location: Birmingham, Alabama
Facility: Brookwood Medical Center
Job Type: Full-time
Shift Type: Days


Posted: 2019-08-06 Expires: 2019-09-05

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RN Director Patient Experience Brookwood Medical Center, Birmingham AL

Brookwood Baptist Medical Center
Birmingham, AL 35201

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