Mgr/Patient-Guest Experience

Tallahassee Memorial Healthcare • Tallahassee, FL

1d • Onsite

About The Position

Leads two dedicated teams in Patient Experience and the Guest Services Department in providing exceptional, compassionate care to patients, families, and visitors in a 24 hours/day, 7 days/week environment. Fosters a supportive, patient-centered atmosphere while ensuring smooth department operations. Collaborates with colleagues across departments to create a seamless, positive experience. Plays a crucial role in enhancing the experience through strong leadership, effective communication, and a commitment to continuous improvement. Displays an understanding of diversity. Demonstrates integrity, compassion, accountability, respect, and excellence (I CARE values). Enhances and contributes to a safe environment for all colleagues, visitors, and patients. Performs miscellaneous duties not expressly described herein.

Requirements

• Bachelor’s degree in healthcare administration, business administration, public relations, or a related field
• Four (4) or more years of healthcare (patient experience, ideally), guest services, or similar experience
• Certified Patient Experience Professional (CPXP) credential from the Patient Experience Institute (PXI) within one (1) year of employment.

Nice To Haves

• Master’s degree in healthcare administration, business administration, public relations, or a related field
• Seven (7) years of patient experience, guest services, or healthcare call center experience.
• Experience leading and motivating teams in a fast-paced environment.
• Exceptional communication skills.
• Exceptional interpersonal skills.
• Exceptional organizational skills.
• Microsoft Office Suite proficiency.
• Cisco Phone systems proficiency.
• Press Ganey systems proficiency.
• Strong analytical skills.
• Strong problem-solving skills.
• Ability to work independently and as a part of a team effectively.
• Ability to manage conflict effectively.
• Ability to address sensitive concerns empathetically and compassionately.
• Ability to provide exceptional service.
• CPXP credential from the PXI at time of hire.

Responsibilities

• Leads two (2) dedicated teams in Patient Experience and the Guest Services Department in providing exceptional, compassionate care to patients, families, and visitors in a 24 hours/day, 7 days/week (a.k.a. “24/7”) environment.
• Fosters a supportive, patient-centered atmosphere while ensuring smooth department operations.
• Collaborates with colleagues across departments to create a seamless, positive experience.
• Plays a crucial role in enhancing the experience through strong leadership, effective communication, and a commitment to continuous improvement.
• Displays an understanding of diversity.
• Demonstrates integrity, compassion, accountability, respect, and excellence (I CARE values).
• Enhances and contributes to a safe environment for all colleagues, visitors, and patients.
• Performs miscellaneous duties not expressly described herein.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees