Head of Patient Experience & Service Excellence

Temple Health; Philadelphia (Philadelphia County); Sur place; USD 110 000 - 170 000; Plein temps

Résumé du poste

Temple Health is seeking a Director of Patient Experience for Episcopal and Chestnut Hill Hospital to oversee patient experience operations across the network. The role partners with the Chief Experience Officer and senior leaders to design and implement initiatives that elevate service and compassion in every interaction.

The successful candidate will lead patient experience training programs, guide HCAHPS/OAS-CAHPS related efforts, and ensure alignment with Temple Health’s mission to deliver

Qualifications

• Bachelor's degree in Healthcare, Hospitality or related field is required.
• Master's degree in Healthcare, Hospitality or related field is preferred.
• Combination of relevant education and experience may be considered in lieu of degree.
• 3 years of leadership experience in healthcare, customer service/hospitality, quality improvement, communications or related fields is required.
• Experience with patient satisfaction surveys (HCAHPS, OAS-CAHPS) is required.
• Experience implementing customer service improvements in healthcare is preferred.

Responsabilités

• Oversee Temple Health patient experience operations across Episcopal and Chestnut Hill Hospital.
• Lead initiatives and partner with senior leaders to fulfill the mission of the patient experience office.
• Direct patient experience training programs and ensure high-quality service and compassion in all interactions.

Connaissances

Leadership

Healthcare

Customer Service

Quality Improvement

Communication

Formation

Bachelor's Degree

Master's Degree

Experience in lieu of degree

Description du poste

Job Description - Director Patient Experience, Episcopal and Chestnut Hill Hospital (264074)

Director Patient Experience, Episcopal and Chestnut Hill Hospital - ( 264074 )

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's Episcopal Campus has provided quality care in our neighborhood for generations and is known for its behavioral health expertise- providing a wide array of outpatient services. The campus boasts a thriving med/surg unit, a full service emergency department, primary care and specialty physician offices. From our warm, friendly atmosphere to the resources of an academic health system, the teams at Episcopal come together and achieve together. Serving our patients as we would our family, the people of Episcopal deliver highly personalized care.

Are you ready to re-connect at a community level? Want to join a nationally renowned team with the resources of a world- class health system? Then join our Episcopal Campus.

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Temple Health refers to the health, education and research activities carried out by the affiliatesof Temple University Health System (TUHS) and by the Lewis Katz School of Medicine atTemple University. TUHS neither provides nor controls the provision of health care.All health care is provided by its member organizations or independent health care providersaffiliated with TUHS member organizations. Each TUHS member organization is owned and operatedpursuant to its governing documents.