Director, Patient Experience

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Job Details

Requisition #:

195749

Location:

Atlanta, GA 30339

Category:

Clinical Care and Support

Salary:

Starting at $115,000 per year

Position Details

Are you passionate about making a difference in people's lives through superior home healthcare? Look no further! Aveanna Healthcare is seeking dedicated individuals to join our compassionate and purpose-driven team.

About Aveanna:At Aveanna, we are more than just a healthcare company; we are a community of compassionate individuals committed to providing exceptional care to those we serve. Our mission is to bring new possibilities and hope to patients and families in the comfort of their own homes.

Why Work with Us?

• Compassion in Action:Aveanna is built on the foundation of empathy and genuine care. We believe that providing care in the comfort of home creates a more personal and meaningful connection with our patients.

• Experienced Leadership:Our leadership team brings over 40 years of expertise in building successful home healthcare companies, creating a dynamic environment for growth and development.

• Recognized for Career Growth:Aveanna has been honored by Comparably as one of the Best Companies for Career Growth in 2023. We champion the countless team members who have advanced their careers here, with the support of our leaders, mentors, and our tuition reimbursement program.

• Celebrating Diversity:Aveanna has been recognized by Newsweek as one of America's Greatest Workplaces for Diversity in 2023. We embrace and celebrate the unique perspectives and backgrounds of our team members, fostering an inclusive and welcoming work environment.

• Recognized for Excellence:We are honored to be recognized by Newsweek as one of America's Greatest Workplaces in 2023. At Aveanna, we are proud to have a strong team of clinicians, caregivers, and support staff that works hard every day to make a difference in the lives of the individuals we serve.

Current Opportunities:

The Patient and Family Experience Specialist reports to the Chief Clinical Officer to collaborate in implementing, planning, developing, organizing and supporting the programs and process designed to build and foster patient/family and customer relationships and improve performance to ensure the achievement of organizational goals and objectives. The Director of Patient and Family Experience is responsible for oversight of patient and family concerns and grievances and to facilitate and expedite the best outcomes for patients and families in accordance with Aveanna policies and guidelines.

Requirements

Essential Job Functions:

• Directs, manages and supports the overall Patient and Family Experience operations as the point person for all processes related to calls and correspondence

• Provides an in-depth proactive consultation/direction to location managers and staff for service improvement

• Meets regularly with leaders to discuss patient/family experience issues

• Provides guidance and develops action plans to address satisfaction survey issues

• Interprets data trends and verbatim comments

• Assists with patient/family experience training

• Responsible for development and initiation of improvement initiatives

• Provides guidance and coaching on service recovery, best practices and employee communications

• Works collaboratively with patient/family and Aveanna multidisciplinary staff to assure effective implementation of tactics and strategies around optimal patient /family experience.

• Assists with service data retrieval and analysis

• Facilitates conflict resolution and consistent handling of patient concerns

• Provides support, guidance and mentoring to Aveanna staff involved in patient/family experience work.

• Helps drive improvement initiatives resulting in enhanced organization image

• Develops and manages overall data analytics related to patient and family surveys

• Provides locations and region leaders with reports related to patient and family surveys

Requirements:

• Bachelor’s Degree in healthcare or related field or equivalent experience will be considered

• Minimum of 5 years’ experience in healthcare or related field

• Experience using on-line improvement tools and as an administrator of customer satisfaction system and surveys.

• Healthcare experience working with patient and families

• Clinical experience/knowledge

• Proficient computer skills and Microsoft Office

• Ability to present/coach/teach effectively; excellent verbal and written communication

• Ability to act independently while maintaining an environment of teamwork and collaboration;

• Ability to analyze current data trends, processes and patient/family interactions, identify problems or opportunities and make recommendations;

• Superior interpersonal skills, including an ability to build relationships, navigate eMR for clinical information;

Preferred Qualifications:

• Bachelors or Master’s degree

• Home healthcare experience preferred.

• Experience leading a process improvement initiative or participation as a core team member

• CXPX certification or desire to obtain.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

Notice for Job Applicants Residing in California (https://www.aveanna.com/CCPANotice.html)

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