Director of Patient Services

Job Title: Director of Patient Services
Contract Type: Permanent
Location: Shanghai, China
Salary: Negotiable
Reference: ks202267_1510569968
Contact Name: Cherry Zhu
Contact Email:
Job Published: November 13, 2017 18:46

Job Description

Director of Patient Services is looking for a Director of Patient Experience to work across our integrated healthcare ecosystem, including large tertiary hospital, ambulatory clinics, and a wellness center. This executive is accountable to create and drive a culture of patient and family centered care across the organization. The Director of Patient Experience is responsible for the patient experience from first point of contract and through to billing and discharge. This leader will serve as a liaison between patients, our frontline staff and all other areas of clinic and corporate staff, ensuring a single experience through leveraging both patient perspectives on what is excellence and aligning our service experience to those expectations. This role serves as resource to leadership on all patient experience issues, programs and systems.

We provide a full spectrum of health care to help people live a better life, driven by a strong mission to change China's landscape of medicine and to deliver CARE, QUALITY, and IMPACT in clinical care, clinical research, and professional training. Our health care network includes the International Hospital for approved tertiary level care capacity of 500 licensed beds, the Clinic for outpatient care and the Wellness Center for advanced health management.

Our Vision: To be China's leader in patient care and service, in health and medical education, and in advancing medicine.

Our Mission: We care for the sick, help people lead healthier lives, and empower those with the heart to serve. Said in the most basic way possible, your job is to create value and reduce waste.

You will accomplish this through the: Creation of a strategic vision, goals and execution plan for the patient service excellence. This should leverage both cultural and evidence based learning on expectations of patients in all service based industries and applied to a progressive healthcare environment. It must also demonstrate a clear understanding of the service expectations of our target patient population. The plan must also drive efficiency and experience quality through the maximum use of social media and interactive technologies. Mostly, the plan must be hands-on, practical, and implementable in pilot form in our various early stage clinical operations. This can't be a plan on paper; it must be a program grounded in reality. Ensuring the consistency and continual improvement in the patient experience throughout the system; from clinic to acute care. You will accomplish this by assessing all patient touch points including scheduling, registration, inpatient, clinical discharge, and billing to ensure a seamless experience. Additionally, you will develops the framework, protocols, tools, and assessments within which patient services will be deployed. Utilizing data tracking and analysis of service excellence trends and optimization of service outcomes including leveraging other functional areas to deliver patient resources to articulate service excellence value and foster the use of services. Through customer behavior trends and internal data reporting, develop programs and processes to support the patient experience, with the end goal of bringing service to the patient - when they want it and in the way that they wish to access it. Engage team members - including: leadership, patient access team members and clinical employees - in the successful delivery of our patient service and relationship initiatives. Responsible for the formation and management of the Patient Services team with associated operating and capital budgets. Also recommends and implements technology that supports the patient experience. Coach and empower patient access team members and cross functional leaders on how to maximize the use of customer service tools and programs to enhance the patient experience and service recovery. Using carefully selected key behaviors, train relentlessly and improve continuously as we offer a best-in-Shanghai patient experience, resulting in long-term, highly engaged and loyal patients.

You Have: Demonstrated political and cultural savvy to meet patient experience goals by establishing partnerships and alliances at all levels of a growing, dynamic, and values driven organization.  The ability to build a team of engaged and successful employees. Ability to hire, train, coach, and develop employees.  Demonstrated ability to problem solve and negotiate mutually acceptable resolutions to concerns with physicians, health care administrators, patients and families.  Demonstrated success leading projects aimed at improving existing workflows and creating new workflows and systems.  Demonstrated ability to apply Lean thinking methodologies to lead organization-wide improvement teams.  Demonstrated skill in persuasion, and crossing organizational boundaries. An awareness of the latest range of systems, mobile platforms, and social media for the purposes of delivering effective and efficient services.

Required Experience: * Advanced degree in healthcare* Master's degree in Health Care or Business Administration * Minimum 10 years of operational experience at the Director level or above * Minimum 10 years of related experience in healthcare program development and implementation with a track record of implementing and accomplishing patient experience or quality improvement initiatives * Experience in CRM programs and technologies * Track record of patient engagement and education program creating and implementation * Knowledge of: various patient safety and quality measures, patient satisfaction survey tools, consumer research, and complaint/grievance management.

LANGUAGE: Fluency in Mandarin Chinese is highly desired, proficient in spoken & written English.