National Patient Experience Expert

Universal Health Services, Inc. (UHS) knows what it takes to lead, inspire and succeed. One of the nation’s largest and most respected hospital companies, UHS owns and operates through its subsidiaries acute care hospitals, behavioral health facilities and ambulatory centers in the United States, Puerto Rico, the U.S. Virgin Islands and the United Kingdom.

UHS built an impressive record of achievement and performance, steadily growing from a startup company with zero revenue into a Fortune 500 corporation with annual revenue that exceeds $9 billion. The company’s operating philosophy has proven to be effective: Build or acquire high quality hospitals in rapidly growing markets, then invest in the people and equipment needed to allow each facility to thrive and become a dominant healthcare provider in its community.

Headquartered in King of Prussia, PA, UHS ranks on the Fortune 500 list of America’s largest corporations with over 74,000 employees, and is consistently listed among Fortune’s “Most Admired Companies” and one of the 30 Most Meaningful Companies To Work For in America by Business Insider.

The Division Director, Patient Experience will drive and foster a culture of service excellence, while improving patient & family experience and patient relations across UHS.  As a patient experience expert, you will provide strategic direction working in partnership with all departments across the organization to assess and communicate performance expectations about the patient experience. Accountable to support the organizational needs, as well as the design, implementation and evaluation of patient experience programs that facilitate the professional development and continuous learning of all associates and providers. Works with facility leaders to translate the concepts of service excellence, patient experience and patient relations into actionable behaviors.

This opportunity provides the following:

• challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive Compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k plan with company match
• Generous Paid Time Off
• Relocation benefits

Requirements for Consideration Include:
Education/Licensure: Requires a bachelor degree in Nursing, Organizational Development or Service Industry or related field. Preferred: Desire an advanced degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field. Certified Patient Experience Professional (CPXP) preferred
Professional knowledge: Advanced knowledge of: various CAHPS surveys, patient satisfaction survey tools, the field of consumer research, and complaint and grievance management. A documented track record of implementing and accomplishing customer service improvements in a large academic complex health care organization or system required.
Experience: Minimum of 7-10 years of work experience in hospitality/retail, healthcare, business administration, or related field. Minimum of 7-10 years of work experience in hospitality/customer service, change management, organizational effectiveness, quality/process/operations improvement. Performance in patient satisfaction surveys in the upper tier (75 percentile or higher)
Equipment, application and tools knowledge: Demonstrated proficiency with common computer based applications such as electronic mail, word processing and various databases, whether PC, network or mainframe based. Knowledge of SharePoint software preferred.
Travel requirements: Frequent US travel to assess facilities. Minimum travel 50%.

If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online.
UHS is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or e-mails. All resumes submitted by search firms to any employee at UHS via e-mail, the Internet or in any other form and/or method without a valid written search agreement in place for the above-listed position will be deemed the sole property of UHS. No fee will be paid in the event the candidate is hired by UHS as a result of the referral or through other means.