Asst. Director - Patient Exp
Guest Services
Full Time
Day Shift
8:00 - 4:30
Lexington Health is a comprehensive network of care that includes six community medical and urgent care centers, nearly 80 physician practices, more than 9,000 health care professionals and Lexington Medical Center, a 607-bed teaching hospital in West Columbia, South Carolina. It was selected by Modern Healthcare as one of the Best Places to Work in Healthcare and was first in the state to achieve Magnet with Distinction status for excellence in nursing care. Consistently ranked as best in the Columbia Metro area by U.S. News & World Report, Lexington Health delivers more than 4,000 babies each year, performs more than 34,000 surgeries annually and is the region's third largest employer.
Lexington Health also includes an accredited Cancer Center of Excellence, the state’s first HeartCARE Center, the largest skilled nursing facility in the Carolinas, and an Alzheimer’s care center. Its postgraduate medical education programs include family medicine and transitional year residencies, as well as an informatics fellowship.
Job Summary
Directs, organizes, and coordinates the Patient Experience and Guest Services department with a focus on maintaining optimal patient and family experience. The Assistant Director of Patient Experience is responsible for listening/responding to patient and visitor requests and concerns, while providing their team with the resources to ensure patient and visitor experience within the defined scope of the department budget and Lexington Health's management practices. Works closely with leadership on strategic objectives related to patient experience, including management reporting of metrics related to patient experience and performance improvement coaching.
Minimum Qualifications
Minimum Education: Bachelor's Degree in a Health-Related or Business Field
Minimum Years of Experience: 5 Years of experience working with patient experience strategies and best practices; 3 Years in a management position (Can be concurrent with the above experience).
Substitutable Education & Experience (Optional): Masters and 3 years experience in a management position.
Required Certifications/Licensure: None.
Required Training: None.
Essential Functions
Serve as principal content expert on patient experience while overseeing Lexington Health’s patient experience efforts.
Identify opportunities for improvement in patient experience through data analysis and direct observation.
Oversees the development and maintenance of current database of both complaints, complements, service successes, and service failures while working with key stakeholders to develop response plans.
Maintains compliant process for tracking patient lost and found items.
Assist patients with needs related to Advanced Directives.
Oversee the grievance process using the DPH and DNV guidelines. Coordinate with risk management and other departments as needed.
Plan, facilitate, and lead monthly patient experience steering meetings.
Oversee patient shuttle service for patients and visitors to the hospital and surrounding buildings.
Duties & Responsibilities
Develops an annual capital and operating budget for all areas of responsibility.
Evaluates materials and equipment and makes recommendations on purchase of materials and equipment relative to areas of coordination. Monitors cost and utilization of resources.
Builds and leads team for all areas of responsibility.
Ensures all job descriptions are current and accurately reflect respective job functions in area of
responsibility.
Use patient experience data, service recovery trends, and patient comments for organizational
improvement opportunities.
Maintain compliance with regulatory agencies such as DPH, DNV, and CMS.
Establish and maintain measurement standards to provide meaningful information that will guide
continual improvement in patient engagement.
Performs all other duties as assigned.
We are committed to offering quality, cost-effective benefits choices for our employees and their families:
- Day ONE medical, dental and life insurance benefits
- Health care and dependent care flexible spending accounts (FSAs)
- Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
- Employer paid life insurance – equal to 1x salary
- Employee may elect supplemental life insurance with low cost premiums up to 3x salary
- Adoption assistance
- LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
- Tuition reimbursement
- Student loan forgiveness
Equal Opportunity Employer
It is the policy of Lexington Health to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. Lexington Health strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. Lexington Health endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee’s desires and abilities and the hospital’s needs.
Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina