Wilson Health
  • - Quality Management
  • Sidney, OH, USA
  • Full Time

Under the direction of the Director of Quality/Risk Management, this position will lead and support the organizational wide effort to drive its success in Patient Experience and all reportable metrics.  This position will manage, develop, implement, promote and evaluate all Patient Experience programs, strategies, initiatives, policies and procedures across all areas and in alignment with the hospitals business strategy.

 This position will provide strategic direction and training on Patient Experience to Executive Leadership, Managers and frontline staff throughout the organization in order to ensure the highest level of Patient Experience.


After determining goals and priorities with Executive Leadership and Key Stakeholders, will lead all programs for Patient Experience metrics and service recovery efforts.

Creates an annual strategic development plan which ensures patient-centered care and continued performance improvement related to reportable metrics and the overall patient experience.

Exceptional coach/advisor skills for promoting Patient Experience with leaders, managers and staff.

Facilitate one-on-one coaching, advising, training and mentoring for leaders/managers/staff to emphasize culture and behavior changes in order to achieve higher overall Patient Experience outcomes.

Implement new training resources, curriculum and programs for staff and clinicians to successfully acquire skills towards achieving behavioral, communication and service driven scores.

Serve as expert resource for physicians, leadership and staff on all Patient Experience initiatives.

Work with our Press Ganey Consultants for data review and best practices and also maintaining appropriate contracts.

Supervise and monitor Patient Advocate activities related to daily rounding, resolving complaints and grievances from patients and/or family members.

Provide Executive Leadership with monthly (or as needed) analytical and trending reports to track facility performance on all reportable metrics and to support performance improvement recommendations.

Responsible for nationally reported data.


Minimum of 2-4 years of experience in management or supervision of projects teams and staff.

Master's Degree in relevant field or Bachelor Degree with equivalent experience preferred.

Strong interpersonal (oral and written) skills, facilitation skills, coaching and mentoring skills, and presentation skills.

Demonstrated experience in leading by influence.

Must exemplify key leadership attributes.

Demonstrated ability to determine key business issues and develop appropriate action plans for multidisciplinary perspectives.

Demonstrated skills in complex analytic problem solving, project management and change management.

Demonstrated ability to conduct and interpret quantitative/qualitative analysis

Strong process orientation, efficiency, collaboration, candor, openness and results oriented.

User knowledge of relevant computer systems and applications.

Ability to research, summarize and communicate to the public, both verbally and in writing.

Polished facilitation and presentation skills.

Strong project management and implementation skills.

Wilson Health
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