Director Patient Experience – TUH

Temple University Health System; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Temple University Health System seeks a Director of Patient Experience to oversee patient experience operations and guide initiatives across Temple Health. The role partners with the Chief Experience Officer and senior leaders to ensure the voice of patients and families drives service excellence.

The ideal candidate will have a bachelor’s degree in a related field and at least three years in a leadership role in healthcare or patient services, with experience in HCAHPS and related surveys, and

Qualifications

• Bachelor's degree in Healthcare, Hospitality or related field.
• 3 years of leadership experience in healthcare, customer service/hospitality, quality improvement, or related fields.
• General experience with HCAHPS, OAS-CAHPS, outpatient, behavioral health and oncology patient satisfaction surveys.
• 3 years' experience implementing and improving customer service in a healthcare setting is preferred.
• Certification as a Patient Experience Professional is preferred

Responsibilities

• Oversee patient experience operations and initiatives.
• Lead training programs for patient experience staff.
• Collaborate with senior leaders, medical staff and directors to enhance service quality and compassion

Skills

Leadership experience

Healthcare customer service

Quality improvement

Communication

Education

Bachelor's degree in Healthcare, Hospitality or related field

Master's degree in Healthcare, Hospitality or related field preferred

Job description

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

Cert Patient Experience Prof Preferred

Your Tomorrow is Here!

Temple Health is a dynamic network of outstanding hospitals, specialty centers, and physician practices that is advancing the fight against disease, pushing the boundaries of medical science, and educating future healthcare professionals. Temple Health consists of Temple University Hospital (TUH), Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team. Temple Health is proudly affiliated with the Lewis Katz School of Medicine at Temple University.

To support this mission, Temple Health is continuously recruiting top talent to join its diverse, 10,000 strong workforce that fosters a healthy, safe and productive environment for its patients, visitors, students and colleagues alike. At Temple Health, your tomorrow is here!

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Your Tomorrow is Here!

Temple University Hospital is a nationally respected teaching hospital on Temple University's bustling Health Sciences Center campus. The hospital provides a comprehensive array of healthcare services both basic and complex to patients from around the corner, across the country and around the world. As the chief clinical training site for the Lewis Katz School of Medicine at Temple University, the hospital provides a dynamic environment for high-quality care, teaching, and cutting edge research.

Primary Location

: Pennsylvania-Philadelphia

Job

: Patient Care Adm & Management

Schedule

: Full-time

Shift

: Day Job

Employee Status

: Regular