Director of Patient Experience - Quality Management

Navajo Preference Employment Act In accordance with Navajo Nation and federal law, TCRHCC has implemented an Affirmative Action Plan pursuant to the Navajo Preference in Employment Act. Pursuant to this Plan and corresponding TCRHCC Policy, applicants who meet the necessary qualifications for this position and (1) are enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe will be given preference in hiring and employment for this position, (2) are legally married to enrolled members of the Navajo Nation, Hopi Tribe, or San Juan Southern Paiute Tribe and meet residency requirements will be given secondary preference, and (3) are enrolled members of other federally-recognized American Indian Tribes will be given tertiary preference. Overview POSITION SUMMARY The Director of Patient Experience is a visible, approachable leader who inspires collaboration, builds trust, and influences individuals and teams—even when change is challenging. This role leads the creation, development, and execution of a patient experience strategy that supports the mission, values, and goals of Tuba City Regional Health Care Corporation. The Director engages staff at all levels, translating data into meaningful stories that connect both hearts and minds, and fosters a culture where every interaction reflects respect, compassion, and excellence. This is a high-visibility role requiring exceptional interpersonal skills, strong analytical abilities, and a passion for empowering staff to deliver an outstanding patient experience. The ideal candidate thrives in a fast-paced environment, enjoys solving complex problems in partnership with others, and has a proven ability to lead people toward positive change. Supports organization quality initiatives and assumes responsibility for care coordination and data management for general patient population, with a focus on increasing patient outcomes and reduction of patient injury. Adoption of proven strategies that enhance reliability, safety and quality of care received by patients. Provides extensive education, resources and direct support to organizations to accomplish the mission of better outcomes for patients. Qualifications NECESSARY QUALIFICATIONS Education: Bachelor’s degree in a clinical field, healthcare management, business administration, customer service or a related field. License/Certification: Must maintain a current valid certification of the following throughout employment: Basic Life Support (BLS) certification with American Heart Association Experience: Three (3) years of healthcare experience in healthcare management, patient care coordination, or customer service with a proven track record in enhancing patient experiences. Previous experience in engaging staff and leaders to embrace new approaches, including using data and feedback to guide decisions. Proven ability to lead cross-functional teams without direct authority and influence change through relationships and credibility Ability to work collaboratively with health care professionals at all levels to achieve established goals and improve quality outcomes. Strong team facilitation skills including building trust and open communication regarding patient experience issues and results. Knowledge of change management tools/techniques and is able to apply them to projects to reach desired improvement outcomes. Other Skills and Abilities: A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas: Strong leadership and interpersonal skills Excellent facilitation, communication, presentation and interpersonal skills with high emotional intelligence Strategic thinking and problem-solving capabilities Strong data analysis skills with the ability to present findings in a way that inspires action Competence in change management and process improvement Possession of high ethical standards and no history of complaints Proficiency in Microsoft Office Suite. Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC. MENTAL AND PHYSICAL EFFORT The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Physical: This position requires an individual of high energy who can maintain a long and flexible schedule to meet the management requirements. The physical requirements include; sitting at a desk for long periods of time, long periods of sitting in meetings; frequent sitting for intense work on a personal computer, frequent walking to interact with staff within the facility, frequent bending, kneeling, crouching, twisting, maintaining balance and reaching.. Must be able to hear, speak and comprehend over the telephone and in person with others. Must have ability to lift, push and pull up to 50lbs frequently. Sensory requirements for position include prolonged ability for far, near, and color vision, depth perception, seeing fine details, hearing normal speech, telephone use and ability to frequently hear overhead pages. Must have ability of both hand manipulation in simple and firm grasping, fine manipulation, and use of keyboard. Mental: Uses independent judgment and analytical skills to make decisions that impact operations, finances, and customer service within the organization. The incumbent must have the ability to perform in structured and unstructured environments and possess a keen attention to detail and propose practices/mechanisms to enhance customer satisfaction. Must have ability to continually concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, demonstrate high degree of patience, adapt to shift work, work in areas that are close in crowded, frequently cope with high levels of stress, make decisions under high pressure, work alone, and occasionally cope with anger/fear/hostility of others in a calm way and manage altercations. Evironmental: May f requently be exposed to chemical agents, extremes in temperature of humidity, occasional exposure to infectious diseases, dust, fumes, gases, hazardous or moving equipment, and loud noises. Responsibilities ESSENTIAL FUNCTIONS: Follow up on duties as assigned by Chief Quality Officer (CQO) Serve as a trusted, inspirational leader who builds relationships across all levels of the organization and fosters a culture of patient-centered care. Develop and implement data collection and analysis strategies, using insights to guide and inspire action. Translate complex data into clear, compelling messages that motivate leaders and frontline staff to make meaningful improvements. Collaborate with leaders and teams to design strategies that enhance the experience of patients, families, and communities we serve. Act as a strong advocate for patients’ needs and rights, ensuring respectful and compassionate care throughout their healthcare journey. Coordinate training, coaching, and mentoring to build skills that enhance every patient interaction. Champion and leverage technology solutions – such as a patient portals and telehealth – to strengthen patient engagement. Facilitate open dialogue that encourages staff to share ideas, raise concerns, and contribute to innovative solutions. Lead the Patient Experience QAPI committee and actively participate in Patient and Family Advisory Councils (PFAC) committee meetings. Engage with local communities to understand their needs and ensure TCRHCC remains a trusted and responsive resource. Provides additional support and resources to the patient experience teams and works in collaboration with our patient experience consultants, Capstone Leadership solutions. Lead, train, and mentor patient experience team members, including patient advocates and customer service staff, to enhance their skills and ensure they deliver exceptional service to patients and their families. Analyze patient satisfaction survey data, healthcare metrics, and feedback from patients and families to identify areas for improvement and develop targeted action plans to address identified issues. Track key performance indicators related to patient satisfaction and ensure compliance with relevant regulations and standards. Oversee the management of patient complaints and grievances, ensuring timely and compassionate resolution. Engage with clinical and administrative teams to integrate best practices into daily operations. Demonstrates effective communication skills, both written and oral. Works in conjunction with Patient Experience Teams to optimize patient services and outcomes. Strong team leadership and project management skills Ability to plan and organize improvement efforts and programs and roll them out to a broad and varied audience Maintaining patient confidentiality including patient complaints. Maintains quality service by establishing and enforcing organizational standards and policies. Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield. Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updated) Complete other duties as assigned ESSENTIAL FUNCTIONS: Follow up on duties as assigned by Chief Quality Officer (CQO) Serve as a trusted, inspirational leader who builds relationships across all levels of the organization and fosters a culture of patient-centered care. Develop and implement data collection and analysis strategies, using insights to guide and inspire action. Translate complex data into clear, compelling messages that motivate leaders and frontline staff to make meaningful improvements. Collaborate with leaders and teams to design strategies that enhance the experience of patients, families, and communities we serve. Act as a strong advocate for patients' needs and rights, ensuring respectful and compassionate care throughout their healthcare journey. Coordinate training, coaching, and mentoring to build skills that enhance every patient interaction. Champion and leverage technology solutions - such as a patient portals and telehealth - to strengthen patient engagement. Facilitate open dialogue that encourages staff to share ideas, raise concerns, and contribute to innovative solutions. Lead the Patient Experience QAPI committee and actively participate in Patient and Family Advisory Councils (PFAC) committee meetings. Engage with local communities to understand their needs and ensure TCRHCC remains a trusted and responsive resource. Provides additional support and resources to the patient experience teams and works in collaboration with our patient experience consultants, Capstone Leadership solutions. Lead, train, and mentor patient experience team members, including patient advocates and customer service staff, to enhance their skills and ensure they deliver exceptional service to patients and their families. Analyze patient satisfaction survey data, healthcare metrics, and feedback from patients and families to identify areas for improvement and develop targeted action plans to address identified issues. Track key performance indicators related to patient satisfaction and ensure compliance with relevant regulations and standards. Oversee the management of patient complaints and grievances, ensuring timely and compassionate resolution. Engage with clinical and administrative teams to integrate best practices into daily operations. Demonstrates effective communication skills, both written and oral. Works in conjunction with Patient Experience Teams to optimize patient services and outcomes. Strong team leadership and project management skills Ability to plan and organize improvement efforts and programs and roll them out to a broad and varied audience Maintaining patient confidentiality including patient complaints. Maintains quality service by establishing and enforcing organizational standards and policies. Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield. Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updated) Complete other duties as assigned NECESSARY QUALIFICATIONS Education: Bachelor's degree in a clinical field, healthcare management, business administration, customer service or a related field. License/Certification: Must maintain a current valid certification of the following throughout employment: Basic Life Support (BLS) certification with American Heart Association Experience: Three (3) years of healthcare experience in healthcare management, patient care coordination, or customer service with a proven track record in enhancing patient experiences. Previous experience in engaging staff and leaders to embrace new approaches, including using data and feedback to guide decisions. Proven ability to lead cross-functional teams without direct authority and influence change through relationships and credibility Ability to work collaboratively with health care professionals at all levels to achieve established goals and improve quality outcomes. Strong team facilitation skills including building trust and open communication regarding patient experience issues and results. Knowledge of change management tools/techniques and is able to apply them to projects to reach desired improvement outcomes. Other Skills and Abilities: A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas: Strong leadership and interpersonal skills Excellent facilitation, communication, presentation and interpersonal skills with high emotional intelligence Strategic thinking and problem-solving capabilities Strong data analysis skills with the ability to present findings in a way that inspires action Competence in change management and process improvement Possession of high ethical standards and no history of complaints Proficiency in Microsoft Office Suite. Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC. MENTAL AND PHYSICAL EFFORT The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Physical: This position requires an individual of high energy who can maintain a long and flexible schedule to meet the management requirements. The physical requirements include; sitting at a desk for long periods of time, long periods of sitting in meetings; frequent sitting for intense work on a personal computer, frequent walking to interact with staff within the facility, frequent bending, kneeling, crouching, twisting, maintaining balance and reaching.. Must be able to hear, speak and comprehend over the telephone and in person with others. Must have ability to lift, push and pull up to 50lbs frequently. Sensory requirements for position include prolonged ability for far, near, and color vision, depth perception, seeing fine details, hearing normal speech, telephone use and ability to frequently hear overhead pages. Must have ability of both hand manipulation in simple and firm grasping, fine manipulation, and use of keyboard. Mental: Uses independent judgment and analytical skills to make decisions that impact operations, finances, and customer service within the organization. The incumbent must have the ability to perform in structured and unstructured environments and possess a keen attention to detail and propose practices/mechanisms to enhance customer satisfaction. Must have ability to continually concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, demonstrate high degree of patience, adapt to shift work, work in areas that are close in crowded, frequently cope with high levels of stress, make decisions under high pressure, work alone, and occasionally cope with anger/fear/hostility of others in a calm way and manage altercations. Evironmental: May f requently be exposed to chemical agents, extremes in temperature of humidity, occasional exposure to infectious diseases, dust, fumes, gases, hazardous or moving equipment, and loud noises.