Director, Patient Experience & Service Excellence

Temple University Health System, Inc.; Philadelphia (Philadelphia County); On-site; USD 110,000 - 190,000; Full time

Job summary

Temple Health is seeking a Director of Patient Experience to oversee patient experience operations across Temple Health and to partner with the Chief Experience Officer in designing and implementing service initiatives that fulfill the mission of the office of patient experience.

The role emphasizes elevating patient perceptions of care through leadership and training programs while collaborating with medical staff and departmental directors to ensure a high level of service and compassion.

Qualifications

• 3 years experience in a leadership role in Healthcare, Customer Service/Hospitality, Quality Improvement or related fields.
• General experience with patient satisfaction surveys (HCAHPS, OAS-CAHPS) and related metrics.
• Experience implementing customer service improvements in a health care setting is preferred.
• Experience collaborating with vendors for patient satisfaction initiatives is preferred.

Responsibilities

• Provide operational oversight for Temple Health patient experience.
• Lead design and implementation of patient experience initiatives in partnership with senior leaders.
• Direct patient experience training programs and ensure high service levels.
• Represent the voice of patients and families to drive service improvements.

Skills

Leadership

Customer Service

Quality Improvement

Communications

Education

Bachelor's Degree in Healthcare, Hospitality or other related field

Master's Degree in Healthcare, Hospitality or other related field

Combination of relevant education and experience may be considered in lieu of degree

Job description

Temple Health is seeking a Director of Patient Experience to oversee patient experience operations across Temple Health and to partner with the Chief Experience Officer in designing and implementing service initiatives that fulfill the mission of the office of patient experience.

The role emphasizes elevating patient perceptions of care through leadership and training programs while collaborating with medical staff and departmental directors to ensure a high level of service and compassion.