**Description** This position is incentive eligible. **Introduction** **_THIS POSITION WILL BE A SHARED POSITION WITH MEDICAL CITY LEWISVILLE AND MEDICAL CITY LAS COLINAS. FLEXIBILITY AND ADAPTABILITY ARE A MUST._** Are you ready to manage in a new era as a Director of Patient Experience where building a healthier tomorrow is more than a job? Our Medical City Lewisville team is committed to partnership, innovation, legacy and improving more lives in more ways. Share your resume today. **Benefits** 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 free 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. + Free counseling services and resources for emotional, physical and financial wellbeing + 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service) + Employee Stock Purchase Plan with 10% off HCA Healthcare stock + Family support through fertility and family building benefits with Progyny and adoption assistance. + Referral services for child, elder and pet care, home and auto repair, event planning and more + Consumer discounts through Abenity and Consumer Discounts + Retirement readiness, rollover assistance 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) + Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income. Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards) **_Note: Eligibility for benefits may vary by location._** Our teams are dedicated to improving human life. Each year about five percent of all U.S. hospital services happen at an HCA Healthcare facility. Be an impact as a Director of Patient Experience where your passion for leading and creativity are valued? We want your knowledge and expertise! **Job Summary and Qualifications** + Analyzes results of patient experience survey data and reports findings in the form of formal oral and written presentations to the senior team, 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 facility and aligns with organizational priorities. + Leads the Patient Advisory Board to solicit patient feedback for use in improving performance. + Trains and educates 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 department recognition of service excellence through use of regular awards. + Develop/implement policies/procedures that guide/support the provision of services. + Determine the qualifications/competence of personnel surrounding PE initiatives. **What qualifications you will need:** **EDUCATION/LICENSURE/CERTIFICATIONS:** + Bachelors of Science in Nursing required, Masters preferred. + RN license state Texas required. + BLS, AHA, OR, ARC Required. **EXPERIENCE:** + Three or more years of direct patient care in an acute setting. + Knowledge of state, federal, JCAHO regulations. 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. "There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr. If this is the kind of dynamic growth opportunity that compels you, apply for the Director of Patient Experience role. We are interviewing apply today! 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.