Director of Patient Experience & Service Excellence

Duke Health; Raleigh (NC); On-site; USD 120,000 - 160,000; Full time

Job summary

Duke Raleigh Hospital, a Campus of Duke University Hospital, is seeking a senior leader to oversee Service Excellence. This role directs patient and visitor relations, guest and interpreter services, volunteer programs, and related initiatives across the organization.

Responsibilities include developing strategic plans, managing budgets, driving patient experience improvements, and ensuring regulatory compliance with TJC standards while fostering collaboration across departments to enhance

Qualifications

• BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.
• Four years of patient/health care relations or human service experience including 1 year in management capacity.
• Patient Experience Certification May Be Required.

Responsibilities

• Develop and oversee the strategic leadership plan for Service Excellence across the organization.
• Direct and coordinate all Service Excellence functions, ensuring effective clinical and operational support services for patient care areas.
• Oversee budgets, variance reporting and expense management.
• Lead patient experience initiatives and measure patient satisfaction and engagement metrics.
• Foster cross-department collaboration to ensure adherence to policies and service standards.
• Manage Patient Relations operations, including handling patient complaints and grievances per guidelines.
• Direct volunteer and auxiliary services programs and develop services across departments.

Education

BA/BS in Business, Nursing, Social Work, Behavioral Science or related field

Job description

Duke Raleigh Hospital, a Campus of Duke University Hospital, is seeking a senior leader to oversee Service Excellence. This role directs patient and visitor relations, guest and interpreter services, volunteer programs, and related initiatives across the organization.

Responsibilities include developing strategic plans, managing budgets, driving patient experience improvements, and ensuring regulatory compliance with TJC standards while fostering collaboration across departments to enhance