Job Description

Director - Patient Experience Performance

Mercy Hospital Springfield

1235 E Cherokee St

Springfield, Missouri 65804

The patient experience leader is responsible for implementation and sustainment of Mercy's patient experience strategy and behavioral service. The patient experience leader is responsible for implementing and sustaining Mercy's patient experience strategy and behavioral service standards across a community's continuum of services. This role involves collaborating with the executive leadership team to provide operational and customer insights, and direct process and behavioral observations to target service improvement and strategic growth opportunities. The leader oversees the service recovery process, partners with front line leaders to support improvement efforts, and manages projects that enhance caregiver engagement, leadership accountability, and patient loyalty. They exemplify Mercy's values and actively model leadership competencies and service standards in daily work. Additionally, the patient experience leader works with local executives to identify key performance indicators (KPIs), track and review these metrics, and communicate process and performance improvements to ensure patient satisfaction and operational efficiency.

Minimum Qualifications:

• Education : High School or GED.
• Experience: 5+ years leadership & direct oversight for programs or operations experience coaching, developing, and mentoring direct and indirect reports. Demonstrated experience may be gained from prior roles, through completion of college degrees, or a combination of applicable professional and educational experiences.

Preferred Qualifications:

• Preferred Education : Associate's of Nursing. Bachelor's Degree in Business or Healthcare Administration or related field.
• Preferred License(s): Current RN license within the hiring state and/or compact licensure in which nursing duties are performed and must meet all state board of nursing requirements.

Mercy Key Benefits:

• Tuition Reimbursement up to $2,000 for continuing education
• Health/Dental/Vision available after day one
• Annual contribution of $100 per month to eligible co-workers enrolled in the Dependent Care FSA
• Paid parental leave for new parents
• 401k with employer match
• Paid PTO for volunteering
• Competitive salary
• Future career growth!

Find us at:

Facebook | LinkedIn | Instagram | mercy.net | Mercy Careers

EEO/AA/Minorities/Females/Disabled/Veterans

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