Director Patient Experience - TUH

Temple Health – Temple University Health System; Philadelphia (Philadelphia County); On-site; USD 120,000 - 180,000; Full time

Job summary

Temple Health – Temple University Health System is seeking a Director of Patient Experience to oversee patient experience operations and drive initiatives that align with the office's mission. The role partners with senior leaders to enhance how patients perceive care and to ensure compassionate, high-level service across departments.

It requires a Bachelor's degree in Healthcare or related field, with a Master's preferred, and a track record of 3+ years in leadership roles within healthcare or

Qualifications

• 3+ years in a leadership role in healthcare, customer service/hospitality, quality improvement, or communications.
• Experience with patient satisfaction measures (e.g., HCAHPS, patient surveys).
• Experience implementing customer service improvements in a health care setting is preferred.

Responsibilities

• Provide operational oversight of Temple Health patient experience and initiatives.
• Lead initiatives and training programs to enhance patient perceptions of care.
• Represent the voice of internal and external customers to senior leaders.
• Collaborate with the Chief Experience Officer and department directors to embody service and compassion.

Skills

Leadership

Healthcare Industry Knowledge

Customer Service

Quality Improvement

Communications

Education

Bachelor's degree in Healthcare/Hospitality or related field

Master's degree preferred

Combination of education and experience considered

Job description

The Director of Patient Experience has operational oversight for Temple Health patient experience. This position reports to the Chief Experience Officer for Temple University Health System and partners in the leadership, design and implementation of initiatives that fulfill the mission of the office of patient experience. This position enhances patient perceptions of care through leading operational initiatives as well as operational oversight of patient experience training programs. This position also represents the voice of the internal and external customers and collaborates with the Chief Experience Officer and other senior leaders, medical staff and departmental directors to ensure that all patient experiences at Temple Health embody the highest level of service and compassion.

Education

• Bachelor\'s Degree in Healthcare, Hospitality or other related field Required
• Master\'s Degree in Healthcare, Hospitality or other related field Preferred
• Combination of relevant education and experience may be considered in lieu of degree Required

Experience

• 3 years experience in a leadership role in Healthcare, Customer Service/Hospitality, Quality Improvement, Communications or other related fields Required
• General Experience with HCAHPS, OAS-CAHPS, outpatient, behavioral health and oncology patient satisfaction surveys Required
• 3 years experience implementing and accomplishing customer service improvements in a health care setting Preferred
• General Experience Working With Patient Satisfaction Vendor Preferred

Licenses