Director of Patient Experience
CHRISTUS Good Shepherd
Business Development/Strategic Planning
GSMC - Longview-15500
700 E. Marshall Ave.
Longview, TX 75601
This key leadership role will focus on developing strategies to achieve high performance in patient experience throughout CHRISTUS Good Shepherd Health System. This position is responsible for empowering leaders through evidence-based tools to improve the patient experience.
Key accountabilities of the position include leading iCARE patient experience initiative for CHRISTUS Good Shepherd Health System, managing Press Ganey relationship, interpreting, communicating and distributing CGCAHPS or HCAHPS results to leaders across the hospital and emergency care center. This position will be responsible for developing mechanisms for follow through on iCARE, secret shopper findings, coaching, and modeling iCARE tactics and rounding proficiency, as well as developing standards of professionalism for CGSHS.
This position will manage the SWOT process to ensure high-quality facility appearance, and collaborating with operation leaders and holding them accountable for advancing service excellence throughout CGSHS. This position will work closely with operational leadership, physicians, and nursing leadership to achieve excellence in patient experience and to achieve fiscal year patient experience goals.