Satellite Healthcare is a successful, nonprofit organization that has improved the lives of people living with kidney disease since 1973. We earn our national reputation for excellent patient care each day by offering a complete range of dialysis therapy choices, personalized clinical services, and unparalleled wellness education.
Satellite Healthcare provides expert, personalized kidney care at over 90 centers across the U.S. as well as at acute dialysis locations in California and Texas. Learn more about Satellite Healthcare at www.satellitehealth.com .
The Patient Experience Director is the leader of the Patient Experience Program for Satellite. The Director drives the development and execution of the program and ensures appropriate governance.
Essential Functions The essential functions listed are not a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. All employees must work in accordance with Satellite's I-CARE Standards.
Drive the Satellite Healthcare culture and values through the combined focus on quality care and patient service.
Communicate the objectives of a SHC patient experience and drive patient experience strategy in alignment with Satellite's pillars, mission, vision, and values.
Direct the Patient Experience program:
Develop and manage overall work-plan(s) to ensure progress and achievement of goals
Organize and manage resources for optimal performance against goals and work-plans
Monitor and manage risks of the program
Measure and report on progress, achievements, and risks
Develop strategies and tactics to meet overall expectations of the program
Create reminders for keeping dates and commitments of tasks
Review and provide an analysis of patient experience data. Synthesize patient experience feedback and to facilitate broad understanding.
Support centers in interpreting their patient experience results and facilitating improvement initiatives.
Develop and execute on various strategic initiatives related to patient experience.
Collaborate with the Education Department to develop training materials and participate as needed to train staff from various backgrounds.
Provide SHC executive team with updates and understanding of the patient experience and their impact on results.
Recruit and retain an appropriate team.
Account for outstanding customer service to all external and internal customers.
Develop and maintain relationships through effective and timely communication.
Take initiative and action to respond, resolve and follow up regarding customer service issues in a timely manner.
Commit to Satellite's mission with a passion for patient experience improvements.
Collaborate with multiple departments and the field to ensure SHC meets or exceeds the patient experience goals as measured by CMS's ICH CAHPS or Satellite's internal home patient experience survey.
Minimum Qualifications Any combination of education and experience that would likely provide the required knowledge, skills, and abilities as well as possession of any required licenses or certifications is qualifying.
Satellite Healthcare – Improving the Lives of Patients with Chronic Kidney Disease (CKD)In 1973, Norman S. Coplon, M.D. began Satellite Healthcare with the objective of improving the quality of life of his dialysis patients. Dr. Coplon established Satellite Healthcare as a not-for-profit, community benefit organization, which allows us to focus primarily on patients.Four decades later, Satellite Healthcare has shaped CKD healthcare in our industry, and continues to elevate the standards of patient care and innovation.Today, we provide a range of expert services to patients with chronic kidney disease (CKD). Satellite strives to individualize each patient's care to help him or her enjoy their life to the fullest.Satellite Dialysis — We operate 40 high-quality, state-of-the-art, patient-friendly dialysis centers that meet the long-term clinical needs of more than 4,000 CKD patients.Satellite WellBound — With more than 20 centers in place, we focus on personalized training and support for patients performing dialysis at home. In addition, WellBound provides a robust complement of pre-dialysis patient wellness education programs that can help prevent or slow the progression of early st...age CKD.At each of our centers, we put our patients first by providing:Compassionate care with a personalized touchWellness education to empower longer, healthier livesBest clinical practices resulting in outcomes that consistently exceed industry performance standards Opportunities for nephrologists to focus on their patients in comfortable, state-of-the-art environmentsIn addition to patient care, our clinical research division works on finding medical breakthroughs for CKD patients by conducting both internal and external research.For more information, contact Info@SatelliteHealth.com.