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About UsAt Vitruvian Health, we serve with compassion. As northwest Georgia and southeast Tennessee's leading healthcare system, we are committed not only to the health of our communities, but also to the growth, support, and success of our team members.Formerly Hamilton Health Care System, Vitruvian Health is built on a legacy of trust, innovation, and exceptional care. With over 80 points of access across the region, including Hamilton Medical Center and Bradley Medical Center, we offer the opportunity to be part of something bigger: a connected, mission-driven team changing lives every day.Our core values, Professionalism, Respect, Integrity, Diversity, and Excellence (PRIDE), guide everything we do. We believe in empowering our people, celebrating differences, and delivering care that reflects the heart of our mission.Join us and build a meaningful career where you're valued, inspired, and supported to make a real impact.Excellence. Every person. Every time.Hamilton Health Care System, Inc.Leader Job DescriptionTitle: Director of Hamilton Patient and Guest Experience - 55952-1019Department: Patient ExperienceReports To: Chief Nursing OfficerJOB SUMMARYThe Director of Hamilton Patient and Guest Experience is responsible for developing, leading, implementing, analyzing, reporting and evaluating targeted guest and associate experience improvement initiatives throughout the Hamilton Health Care System. This role will coordinate the development and implementation of projects related to system-wide guest and associate experience initiatives, collaborating with and instructing leaders, physicians, and associates to implement strategies ensuring optimal and consistent guest and associate experience outcomes. This director will have oversight of the patient experience and associate engagement survey process and use data and feedback from these surveys to facilitate action plans for improvement. Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS CAHPS survey requirements. Manages and leads an interdisciplinary Patient Experience Improvement Team. Manages hospital-wide service recovery process. This role will have oversight of the grievance and complaint process of the organization and will serve as chairperson of the Grievance Committee. Manages and leads the Patient and Family Advisory Council (PFAC).This director will also have oversight of the following: Chaplain Services, Patient Liaison, Interpretation and Effective Communication Services, including ADA communication requirements.Primary Duties and Responsibilities• Administers and maintains all department services in accordance with standards and criteria established by The Joint Commission, local, state and federal agencies to ensure compliance with those external requirements.• Drives the patient advocacy program and ensures that Patient Rights are honored. Serves as a catalyst for constructive organizational changes in the context of patient satisfaction by collecting and distributing data/metrics and facilitating implementation of corrective actions.• • Develops a concierge service for both guests (patient/family members) and associates providing assistance in managing their non-clinical needs.• • Provides "best practice" benchmarking and metrics associated with patient relations mission to assist the Hospital in continually improving patient experience and serves as an integral member of the Patient Experience initiative.• Supplies data analytics on Patient Experience, complaint and grievances and thorough review/assessment of comments - such as but not all-inclusive, analysis of top box, percentile, nurse sensitive indicators and key drivers.• Performs personnel management functions for the designated areas directly, or through delegation to division heads, to include but not limited to: interviewing, hiring, scheduling, training, coaching, counseling, evaluating and terminating associates. • Oversees the service functions and activities that support patients, visitor and families through direct interaction and observation. Sets the standard for service through rounding, problem solving and role-modeling with customers and associates. Identifies and initiates activities and behaviors that further our customer's service goals and support HHCS standard for service. Constantly looks for areas of opportunity and recommends actions that will improve the patient experience.• Works closely with other department leaders to implement best practices and standards to ensure consistently high level of customer service throughout the continuum of care.• Responsible for all departmental annual budgets, planning, revenue/expense projections, capital equipment, systems and other programmatic needs to achieve goals.• Ability to lead/manage a team of associates; provide supervision and set expectations centered on our Heart of Hamilton values and our behavior/quality standards. • Knowledgeable of the organizational current internal and external footprint(s), including provided services. • The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not to be considered as all-inclusive.JOB QUALIFICATIONSEducation: Bachelor's degree in Nursing, Business Administration, or a related healthcare field required. Master's Degree strongly preferred. Minimum of 5 years' healthcare management, customer/guest relations and hospitality/service excellence experience or comparable leadership background experience in a large, complex healthcare organization. Experience with federal healthcare regulations and compliance agencies required. Certified Patient Experience Professional (CPXP) preferred.Licensure: N/AExperience: Minimum five years' healthcare experience, including three years in leadership experience.Skills:Positive, dynamic relationship skills, demonstrated by the ability to work effectively with individuals and/or teams across disciplines.A high level of understanding and ability to teach service skillsAbility to lead a diverse team and navigate within a highly-matrixed organization.Demonstrated ability to influence individuals and groups through coaching and teamwork.Effective communication skills in both verbal and written mediums.Skilled in public speaking and group facilitation/presentation.Well-organized and administratively independent.Proven leadership skills and business acumen.Knowledge of and ability to use statistical data and analysis methods and to put this data in a usable format for all levels of the organizationExtensive knowledge and understanding of the CMS CAHPS process and other regulatory agencies.Proven conflict resolution skills.Proficient in the use of standard computer software (Outlook, Word, Excel, PowerPoint, Publisher, etc.)PHYSICAL, MENTAL, ENVIRONMENTAL AND WORKING CONDITIONS:Requires a light or low amount of physical exertion. Manual dexterity and physical manipulation are limited. The need for physical stamina and endurance is of minimal or low significance. The degree of physical strain produced on-the-job somewhat taxing, but does not confine the employee to a prescribed body posture. Body movement usually involves sitting and intermittent walking. This position exceeds these low intensity demands rarely, 10% of the time or less.