Director Patient Experience - TUH

About the role

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 role enhances patient perceptions of care through leading operational initiatives and operational oversight of patient experience training programs. It also represents the voice of internal and external customers and collaborates with the Chief Experience Officer, other senior leaders, medical staff, and departmental directors to ensure all patient experiences at Temple Health embody the highest level of service and compassion.

Responsibilities

• Provide operational oversight for Temple Health patient experience initiatives.
• Lead the design and implementation of programs to improve patient perceptions of care.
• Oversee patient experience training programs.
• Represent the voice of internal and external customers in leadership discussions.
• Collaborate with senior leaders, medical staff, and departmental directors to ensure high standards of service and compassion.

Requirements

• 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.
• 3 years of 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 of experience implementing and accomplishing customer service improvements in a healthcare setting Preferred.
• General experience working with patient satisfaction vendors Preferred.