Director of Patient Experience

Job Overview

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.

Reporting to the Administrative Director of Support Services, the successful candidate serves as the leader for patient service operations with a focus on two major areas:

Patient Surveys and Feedback:

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

• Manage the relationship with the external vendor that administers the survey.
• Ensure questions remain relevant and that feedback is shared in a timely manner with various departments and stakeholders including the Board of Directors.
• Use survey data to identify issues, concerns, and new opportunities to be more effective and efficient.
• Using data from patient surveys, create actionable plans to improve our operations.
• Collaborate with other departments to act on opportunities to improve our processes and foster patient engagement and loyalty.

Patient Registration:

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

Other Duties:

• Within three months, 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 provide direction, performance feedback and coaching to a team of three Patient Support Team Leads and ten Patient Services Representatives.
• Manage budget for areas of responsibility.
• Perform all duties in accordance with CCHC policies and procedures.

Requirements:

You must have at least a high school diploma or equivalent, but we will give preference to those who possess an associate's degree or higher, preferably in healthcare. You should also have at least two years' experience in a leadership role with a customer service team, with preference being given to those with healthcare customer service experience. You absolutely have to have extensive experience with the Epic EMR system and be able to become a superuser within three months unless you are already one. It is highly desirable to have experience managing and responding to customer surveys. If this describes you, please apply! See the full job description for details.

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

EOE