Patient Experience Specialist

OhioHealth•WORK AT HOME - OHIO, OH

2d•Remote

About The Position

Reporting to the Director, Customer Experience and Hospitality Services, the Customer Experience Specialist is a strategic partner responsible for leading the development, coordination, execution, and management of strategic consulting in support of the care site and OhioHealth Customer Experience Office, geared towards creating a world class experience across all touch points and interactions for patients, families, providers and associates through leadership/cultural engagement, service excellence, and continuous improvement. In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives, education/training, and continuous improvement efforts to enhance the customer experience and organizational performance leveraging Lean Six Sigma, Change Management, and other leading improvement approaches. This includes providing strategic consulting services and expertise in the inpatient, outpatient or emergency department areas; the development and widespread deployment of educational/training programs; creating, executing, and innovating service/operational excellence standards and best practices and interpreting data and other performance indicators. Leads the development and coordination of leadership and workforce symposiums relevant to the organizational experience. The Customer Experience Specialist will help to develop and facilitate the continuous improvement in key strategic areas across the system to include inpatient, outpatient or emergency department.

Requirements

Bachelor's Degree (Required)
Project Management training/required (PMP preferred)
Facilitation/training required
Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)
Minimum of 3 + years of relevant professional Experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position
Professional work Experience in the training and development profession
Requires large scale project management Experience and training (PMP preferred)
Healthcare and customer service Experience required
Understanding of service, retail and/or hospitality industry best practices (i.e., Disney, Studer)
Facilitation/training required, including curriculum development
Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)
Public speaking skills and ability to develop contextually rich and visually compelling presentations to communicate complex concepts
Healthcare knowledge and Experience
Understanding of service, retail and/or hospitality industry best practices (i.e., Disney, Studer)
Computer proficiency and Experience in the following environments Microsoft Word, PowerPoint, Excel, Visio, Project
Exceptionally strong analytic abilities, with a proven track record of driving insightful findings from quantitative and qualitative data
This is a detailed-oriented, member-facing role that requires multi-tasking and effective communication to deliver first class results.
Proactive planning, smart strategy, political savviness, and practical thinking
Strong interpersonal and organizational skills, including oral and written communication
Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks.

Nice To Haves

Master's Degree preferred
PMP preferred
Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)
PMP preferred
Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)

Responsibilities

Strategic leader responsible for leading the development, coordination, execution, and management of system wide strategic consulting and training initiatives for the care site and OhioHealth Customer Experience Office
In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives and efforts to enhance the customer experience and organizational performance
Lead, facilitate and coordinate cross functional continuous improvement and transformational projects leveraging Lean, Six Sigma, Change Management, and other leading improvement approaches to analyze performance indicators to identify/prioritize opportunities for improvement, and develop and implement action plans.
Lead and facilitate multidisciplinary customer focus groups to glean voice of the customer and identify areas of opportunity and optimization for inpatient, outpatient or emergency department areas
Provides coaching, organizational support, and access to experience improvement best practices and resources i.e., Press Ganey Solution Starters, Beryl Institute, Advisory Board, IHI, Studer, and other s
Inform and support execution of change management strategy and build buy in for internal standards and systems changes by facilitating workshops with care site leaders and organizational constituents
Develop execute, facilitate, and govern key customer experience committees and integrate into organizational structure
Develops comprehensive presentations and status reports for senior leadership in support of key strategic initiatives, including but not limited to Executive Team Meetings, and other key forums
Serves as a liaison to the Customer Experience Office, supports the Customer Experience Office delivery model and customer experience initiatives
Participate in long and short-term program development and strategic planning, develop strategies and tactics to ensure desirable deliverables, and coordinate/assign resources
In partnership with organizational learning and other constituents, leads the design and implementation of a robust customer experience training strategy across the system leveraging world class experience practices and focused on leadership/cultural engagement, service excellence, and continuous improvement; including but not limited to new associate orientation, leadership and provider workshops, annual LMS competency, and system-level associate enrichment.
Craft and support execution of implementation, communication, and education plan to ensure timely development, testing and training around new processes and new system deployments
Creates, develops, evaluates, and updates training materials and curriculum for Customer Experience Office
Leads and facilitates small and large-group Meetings and trainings relevant to the customer experience
Participate in activities designed to promote professional growth and other duties and special projects as assigned
As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time