Champions and promotes KH’s values, mission, and culture with enthusiasm and sincerity• Oversees and manages the daily operations of the patient experience department• Supports and demonstrates a culture of caring and service excellence as evidenced by rounding, words of affirmation, and serving as an advocate for the patient and family• Conducts regular coaching observations of best practice initiatives (bedside report, purposeful rounds, leader visits)• Leads regular cadence of patient experience review sessions with departmental leaders, communicating patient experience scores and collaborating with leaders/staff on strategies for improvement• Collects and analyzes data related to the patient experience• Identifies opportunities for improvement in the patient experience• Implements changes to improve the experience of care• Evaluates the effectiveness of changes made to the patient experience• Serves as a resource to staff on issues related to the patient experience• Attends meetings and conferences related to the patient experience• Keeps informed on best practices in the field• Manages time effectively in completing responsibilities• Presents a professional appearance in accordance with policy• Demonstrates awareness of and adherence to the organization’s policies regarding patient confidentiality, corporate integrity, and privacy• Develops and utilizes formal and informal methods to seek patient and family feedback. Assists Vice President of Patient Services in identifying members and facilitating Patient and Family Advisory Councils• Presents at network orientation and campus orientation• Work with Network team to implement process for gathering “patient stories”• Practices proper telephone etiquette, elevator courtesy, walk others to their destination, promote atmosphere for a healing environment• Demonstrates ability to communicate effectively with patients, families, and all levels of leadership• Provides orientation and education on Press Ganey platform and reports• Recognizes and rewards department performance and staff behaviors promoting a positive impact on the patient and family experience• Facilitates the Daisy and Sunflower Awards .