Director of Patient Experience

Job Description

Why Crescent Community Health Center? Crescent is a mission driven and patient centered organization. We provide medical, dental and brain health services to the Greater Dubuque area including our most vulnerable populations. We work hard to bring high quality affordable health care to all in our community. We believe in providing a diverse, fun, and inclusive workplace with competitive wages and benefits. If you are looking for a rewarding career that makes a difference in the community, this is your chance. We are looking for someone who wants to make that difference driving our overall patient experience as the Director of Patient Experience.

The successful candidate serves as the leader for patient service operations with a focus on three major areas:

Patient Surveys and Feedback:

Oversee all aspects of our patient satisfaction survey process using data to drive improvement:

Manage the external vendor (Press Ganey) that administers the survey.

Ensure questions remain relevant and that feedback is shared in a timely manner with various departments and stakeholders.

Use survey data to identify issues, concerns, and new opportunities to be more effective and efficient.

Collaborate with other departments to act on opportunities to improve our processes and foster patient engagement and loyalty.

Wellness Center:

Oversee the wellness center/gym, training kitchen, and auditorium which promote wellness through individualized and group health programs for employees, patients, and the public.

Provide direction to the Wellness Center staff that:

Manages the schedule for program offerings utilizing the Wellness Center and Training Kitchen.

Designs health training.

Tracks and analyzes data regarding Wellness Center utilization.

Manages the implementation of public memberships to the Wellness Center (e.g., payments, memberships, and schedules).

Patient Registration:

Oversee the department that efficiently checks-in patients, ensures accurate collection and data entry of patient demographics and insurance information, posts patient payments, and refers patients facing barriers to other Crescent departments that can provide translation or financial counseling.

Other Duties:

Become a super-user for the Epic system used for the check-in process and managing health records.

Participate in special projects related to workflow, translation services, patient signage, and patient engagement.

Ensure staff are trained to deliver a positive experience to all our patients and families.

Directly supervise the Patient Experience Manager and the Lead Health and Wellness Coordinator; provide direction, performance feedback and coaching.

Manage budgets for areas of responsibility.

Perform all duties in accordance with CCHC policies and procedures.

Requirements:

You must have at least an associate degree in a healthcare related field. We do give preference to those with a bachelor's degree in a healthcare related field or a Master of Business Administration. You should also have at least two years' experience in the health or wellness field. Management and Epic experience are highly valued. If this describes you, please apply!

Pre-employment physical, TB test, and drug screen required.

EOE