Director Patient Experience, Episcopal and Chestnut Hill Hospital

Temple Health • Philadelphia, PA

9d

About The Position

The Director of Patient Experience has operational oversight for Temple Health patient experience. Reporting to the Chief Experience Officer for Temple University Health System, this position partners in the leadership, design, and implementation of initiatives that fulfill the mission of the Office of Patient Experience. The Director enhances patient perceptions of care by leading operational initiatives and overseeing patient experience training programs. The role 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 patient experiences at Temple Health reflect the highest level of service and compassion.

Requirements

• Bachelor's degree in healthcare, hospitality, or another related field, or a combination of relevant education and experience in lieu of a degree.
• Three years of experience in a leadership role in healthcare, customer service/hospitality, quality improvement, communications, or another related field.
• General experience with HCAHPS, OAS-CAHPS, outpatient, behavioral health, and oncology patient satisfaction surveys.

Nice To Haves

• Master's degree in healthcare, hospitality, or another related field.
• Three years of experience implementing and accomplishing customer service improvements in a healthcare setting.
• General experience working with a patient satisfaction vendor.
• Certification as a Patient Experience Professional.

Responsibilities

• Provide operational oversight for Temple Health patient experience.
• Partner in the leadership, design, and implementation of initiatives that fulfill the mission of the Office of Patient Experience.
• Lead operational initiatives to enhance patient perceptions of care.
• Provide operational oversight of patient experience training programs.
• Represent the voice of internal and external customers.
• Collaborate with the Chief Experience Officer, senior leaders, medical staff, and departmental directors to promote service and compassion in patient experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Director