Medical City Lewisville Job - 44881812 | CareerArc
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Company: Medical City Lewisville
Location: Lewisville, TX
Career Level: Director
Industries: Healthcare, Pharmaceutical, Biotech




Managers thrive with us! HCA Healthcare is one of the nation's leading providers of healthcare services, comprising of over 180 hospitals and about 2,000 sites of care in 21 states and the United Kingdom. We are looking for a(an) Director of Patient Experience for our Medical City Lewisville team where excellence creates excellence.


Medical City Lewisville, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

  • Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as telemedicine services and free AirMed medical transportation.
  • Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
  • Fertility and family building benefits through Progyny
  • Free counseling services and resources for emotional, physical and financial wellbeing
  • Family support, including adoption assistance, child and elder care resources and consumer discounts
  • 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  • Employee Stock Purchase Plan
  • Retirement readiness and rollover services and preferred banking partnerships
  • Education assistance (tuition, student loan, certification support, dependent scholarships)
  • Colleague recognition program
  • Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

HCA Healthcare has expanded our influence across the healthcare industry by investing $3.5 billion in capital improvements in recent years. Do you want to be an influencer in healthcare? Apply for our Director of Patient Experience role today!

Job Summary and Qualifications

The Director of Service Excellence serves as the stakeholder champion for setting the service culture for the organization to improvement of satisfaction results across all customer groups in the Medical Center. The Stakeholder champion manages data sets and reports related to customer satisfaction. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer satisfaction 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 Healthcare. 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.

What You Will Do In This Role:

  • 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 Medical Center 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 educate managers 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.
  • Manages and leads an interdisciplinary Service Excellence Steering Committee by setting clear goals and expectations and tracking progress of the same. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate 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.
  • Recommend a sufficient number of qualified/competent staff to provide department services in support of provision of services.
  • Determine the qualifications/competence of personnel.
  • Continuously assess/improve department's performance.
  • Maintain/implement quality control programs.
  • Provide for the orientation, in-service training and continuing education of staff.
  • Recommend space and other resources needed in the provision of services.
  • Identify and select outside sources for needed services.
What qualifications you will need:
  • Bachelor's Degree, Masters Preferred
  • 5 years healthcare management & customer relations experience, or comparable leadership background

This role requires you to be fully vaccinated for COVID-19 based on local, state and /or federal law or regulations (unless a medical or religious exemption is approved).

Medical City Lewisville is a full-service 190+ bed medical and surgical facility. We offer a broad spectrum of care to the communities of southern Denton County. We have emergency services at our main campus and at Medical City ER Flower Mound. Our patient tower has two floors dedicated to women's services.  We have a specialty obstetrics referral center for high risk OB services. We have a Level III Neonatal Intensive Care Unit. Medical City Lewisville is a Level III Trauma Center and a Primary Stroke Center.  Excellent customer service and patient safety are our top priorities. We have over 360 physicians and 800 healthcare associates. We offer a supportive environment, advanced technologies, and innovative medicines. This allows us to treat our patients with the highest quality health care in a comfortable setting. We are a part of the Medical City network of hospitals and specialists. Our patients are ensured access to leading medical experts and advanced healthcare innovations across the network.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

  "Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you're looking for a leadership opportunity that provides both personal satisfaction and professional growth, apply to join HCA Healthcare as a(an) Director of Patient Experience.Unlock your leadership potential with HCA Healthcare.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This position is incentive eligible.

 Apply on company website