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t Doug Patterson at <a href="mailto:Accommodations@dciinc.org" target="_blank" title="Ctrl + Click to open link titled: " rel="noopener">Accommodations@dciinc.org </a> or 615-327-3061. On
please see: </p><p style="margin: 0px;"></p><p style="margin: 0px;"><a href="https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf" target="_blank" rel="noopener">https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf </a>; </p><p style="margin: 0px;"><a href="https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf" target="_blank" rel="noopener">https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf </a>; </p><p style="margin: 0px;"><a href="https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf" target="_blank" rel="noopener">https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf </a>; and </p><p style="margin: 0px;"><a href="https://www.nlrb.gov/sites/default/files/attachments/basic-page/node-3788/employeerightsposter-8-5x11.pdf" target="_blank" rel="noopener">https://www.nlrb.gov/sites/default/files/attachments/basic-page/node-3788/employeerightsposter-8-5x11.pdf </a>. </p><br><br><strong>Job Locat

Job Information

Dialysis Clinic, Inc. Director of Patient Experience in Nashville (Corporate Office), Tennessee

Overview

Dialysis Clinic, Inc. (DCI) is a kidney health organization that provides care along the continuum of advanced kidney disease, including late stage chronic kidney disease (CKD), kidney transplant, and end-stage renal disease (ESRD) on dialysis:

The DCI Dialysis Division provides outpatient dialysis services to people with ESRD who require renal replacement therapy.

REACH Kidney Care LLC is a subsidiary nonprofit LLC of DCI and provides care management and population health services along the continuum of advanced kidney disease.

DCI’s mission is “The care of the patient is our reason for existence.” We put patients at the center of what we do and are looking for a leader who can promote patient experience of care as we seek to provide services that meet patients where they are in the continuum of advanced kidney disease.

The Director of Patient Experience will report to the Chief Strategy Officer and will be responsible for managing at least one team member who will be responsible for administrative duties related to patient experience and grievances. This position is part of the DCI corporate team but most duties can be performed remotely, except where travel is required. DCI is seeking a bright, extroverted individual with an interest in assisting patients as a customer service professional.

Responsibilities

The Director of Patient Experience will perform the following primary duties and responsibilities in support of DCI:

Patient Experience for Patients Receiving DCI Dialysis Services

Responsible for overseeing DCI patient experience of care in outpatient dialysis clinics, including the approach to improving patient experience of care, measurement (survey administration oversight), and reporting.

In-Center Hemodialysis Consumer Assessment of Health Providers and Systems (ICH CAHPS)

  • Contracting process and relationship with ICH CAHPS survey administration vendor

  • Oversight of ICH CAHPS survey administration

  • Oversight of ICH CAHPS reporting

  • Sharing survey results and insights with clinical and operations team leads

  • Developing tools and frameworks for DCI dialysis clinics to improve patient experience of care

  • Consulting with individual or regions of DCI dialysis clinics regarding patient experience of care improvement efforts

Home Patient Satisfaction Survey

  • Oversight of DCI’s internally developed satisfaction survey for patients receiving home dialysis services

  • Oversight of survey administration and reporting

  • Sharing survey results and insights with clinical and operations team leads

  • Collaborating on the development of a home dialysis patient experience of care survey modeled after CAHPS, to replace current patient satisfaction survey

Patient Experience for Patients Receiving REACH Care Management Services

Responsible for overseeing REACH patient experience of care management services, including the design of our approach to improving patient experience of care, measurement (survey administration oversight), and reporting.

Advanced CKD and Kidney Transplant

  • Oversight of REACH’s internally developed patient experience survey that models CAHPS survey questions and areas of focus

  • Oversight of survey administration and reporting

  • Sharing survey results and insights on improvement opportunities with clinical and operations team leads

Customer Service and Service Recovery

Responsible for overseeing receipt of and response to patient feedback, complaints and grievances related to DCI and REACH care services.

  • Manage administrative staff person who will field and document all patient feedback, complaints and grievances that are received at the corporate level or through online feedback.

  • Evaluate the feedback, proceed to do a deeper dive into the matter, and forward to appropriate leadership within DCI and REACH who will attempt service recovery.

  • Assist clinic and REACH leadership with service recovery as needed; serve as liaison between patients, families and DCI/REACH team when needed to ensure patient satisfaction and customer service are provided at a level of excellence.

  • Develop streamlined process for documenting patient feedback, complaints and grievances including service recovery efforts and outcome of these efforts.

  • Manage response to complaints and grievances within a timely manner, particularly as specified by any regulations or contractual obligations.

  • Develop and manage internal resources related to patient experience and service recovery; collaborate with DCI Quality and Education to develop programming related to patient satisfaction and experience.

Qualifications

Education and Experience

  • Bachelor’s degree, master’s preferred

  • Five years of professional experience in patient experience, including management

  • Patient experience certification such as CPXP preferredLanguage Skills

  • Ability to communicate professionally and collaboratively with partners.

  • Ability to present reports and presentations to partners.

  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Computer Skills

  • Knowledge of spreadsheet, word processing and database software.

  • Knowledge of patient experience survey administration and results collection platforms.

  • Knowledge of PowerPoint or other presentation media.

  • Ability to adapt to new software.

Location: While this is a corporate based position, the ideal candiate does not have to reside in the Nashville/Middle Tennessee area.

Travel: As a department leader within the organization, the Director of Patient Experience may be expected to allocate approximately 20% of their time to travel. An essential part of the job function will be spending time periodically in locations where DCI provides services to patients, attending in-person meetings at the DCI corporate office in Nashville, TN, and attending conferences related to patient experience or kidney care.

If any driving responsibilities are assigned, employee must be at least 21 years of age, is required to maintain a valid driver’s license and acceptable driving history approved by DCI or Dialysis Clinic, Inc.

DCI is a federal contractor and an Equal Opportunity/Affirmative Action Employer-Veterans/Individuals with Disabilities. If you are having difficulty using the online application system or would like to request other accommodations or application methods, please contact Doug Patterson at Accommodations@dciinc.org or 615-327-3061. Once a request has been made, DCI will initiate a discussion with you about your needs and whether an accommodation can be provided. DCI is committed to providing such accommodations where possible.

For more information about equal opportunity please see:

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf;

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf;

https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf; and

https://www.nlrb.gov/sites/default/files/attachments/basic-page/node-3788/employeerightsposter-8-5x11.pdf.

Job Location US-TN-Nashville (Corporate Office)

Posted Date 2 months ago (4/1/2022 6:14 PM)

ID 2022-13889

# of Openings 1

Address 1633 Church Street

Category Management

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