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Job Details

Director of Patient Experience

Company name
HCA Holdings, Inc

Arlington, TX, United States

Employment Type

Executive, Manager, Healthcare

Posted on
Jan 09,2019

Valid Through
Apr 24,2019

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_Director of Patient Experience_

_Medical City Arlington_



*We would like to take this opportunity to introduce you to Medical City Arlington. Originally opened in August 1976 as Arlington Community Hospital in a rural part of town, Medical City Arlington has developed into a 382-bed full-service hospital located in the heart of the growing South Arlington area. There are well over 1,000 full-time and part-time nurses, therapists, technicians and other healthcare personnel that make up our team. Medical City Arlington is proud to be a leader in Dallas/Fort Worth healthcare with nearly 600 highly skilled physicians who represent a wide variety of medical specialties. Together we form a team that is focused on high-quality care delivered safely in an environment filled with compassion and service.

The Director of Patient Experience serves as the stakeholder champion for setting the service culture for the organization to improve the experience of our patients and other key customer groups at Medical City Arlington. The Stakeholder champion manages data sets and reports related to the patient experience. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of patient experience outcomes and related projects. Responsible for planning, organizing, coordinating and directing all functions of the department(s) in order to meet the stated mission, vision and values of Medical City Arlington. It is expected that the Director will effectively operate the department, continue the improvement of the department's processes and outcomes, comply with hospital and corporate policy and procedures, efficiently manage finances and resources, promote teamwork and customer satisfaction, and integrate the department services into the organization's overall plan for the delivery of care and service.

Supports the HCA Code of Conduct. Demonstrates behaviors consistent with the organization mission and goals.

Ensures patient/personal safety by maintaining a safe and therapeutic environment and adhering to Safety Program and Infection Control Programs.

Supports hospital and departmental Performance Improvement Goals.

Demonstrates and promotes Medical City Arlington’s’s Excellence Always values:

• Accountability

• Leadership

• Willingness

• Attitude

• “You First”

• Safety

Contributes to the organization’s three indicators of success:

• Exceptional Clinical Quality

• Unparalleled Service

• Consistent Earnings Outperformance

Demonstrates desirable work habits and promotes personal growth and professionalism in the work environment.

Coordinates and monitors patient care processes after hours and weekends to ensure quality patient outcomes.

Coordination/integration of department services with the hospital’s primary function

Coordinates the satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate.

Analyzes results of patient satisfaction survey data and report findings in the form of formal oral and written presentations to the senior medical center leaders, departmental managers/directors and other end users.

Maintains accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements.

Demonstrates a high level of familiarity with existing survey instruments in use throughout the organization and fit of each with organizational priorities. Evaluates additional survey instruments, as needed, in support of organizational priorities. If need for additional survey is identified, lead implementation of survey through facilitation of multi-disciplinary teams.

Leads Community teams to solicit feedback on customer needs

Trains and educates leaders and staff on use of satisfaction survey reporting system.

Provides consultation to improve patient satisfaction results

Collaborates with and actively coaches senior leadership and department managers to develop and implement strategies to improve survey findings. Champions development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect.

In close collaboration with leadership and departments, identifies, develops and implements key metrics to measure performance and areas of opportunity.

Facilitates quality improvement teams working to improve customer satisfaction by always keeping the goal in focus and steering the team towards it.

Functions as an expert to provide consultative and/or benchmarking services to internal customers so as to sustain their continuous participation in the internal patient satisfaction improvement initiatives.

May be required to lead an interdisciplinary Patient Experience Team and set clear goals and expectations as well as tracks progress of the same. Sets agendas, ensures documentation of meeting discussion, coordinates meeting materials, structures and facilitates discussion.

Manages hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same.

Champions institution-wide patient satisfaction awareness

Ensures appropriate employee and department recognition of service excellence through use of regular awards.

Develop/implement policies/procedures that guide/support the provision of services

Continuously assess/improve department’s performance

Maintain/implement quality control programs; supervises the development of division action planning requirements.

Provides for the orientation, in-service training and continuing education of staff

Attendance and being on time, ready to work your scheduled hours is an essential job function.

Represents hospital and regularly attends division patient experience meetings.

Coordinates events for National Patient Experience Day.


Bachelor’s degree, Masters Preferred

5 years healthcare management & customer relations experience, or comparable leadership background.

Excellent communication skills both written and oral.

The ability to teach, lead and motivate others.

The ability to analyze and display statistical data.

Presentation skills.

Software Usage: Word, PowerPoint, Excel

Exceptional organizational skills and the ability to multi-task.

The ability to function in a highly matrixed environment.



Job: *Directors & Managers

Title: Director of Patient Experience

Location: Texas-Arlington-Medical City Arlington

Requisition ID: 00015-108810

Company info

HCA Holdings, Inc
Website :

Company Profile
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, we are the nation's leading provider of healthcare services, a company comprised of locally managed facilities that includes about 165 hospitals and 115 freestanding surgery centers in 20 states and England and employing approximately 204,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities. Milton Johnson serves as Chairman and Chief Executive Officer of HCA. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we give them by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Investing in our communities is important to us. HCA typically invests about $1.5 billion annually to keep our facilities modern and up-to-date technologically and to expand and add services where needed. Focusing primarily on communities where the company is a leading healthcare provider, HCA selectively adds new facilities in order to better serve our communities. And because two HCA founders were physicians, we value highly the strong relationships we've created with local physicians. We endeavor to provide them with a wide array of services and modern facilities in order to help them deliver the best possible care.

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