This leadership position acts as the Network’s champion dedicated to, promoting, developing, and sustaining a world-class culture of service excellence for the patients, guests, and community members we serve.  Because our culture is a key differentiator for The Christ Hospital Health Network this individual must be the catalyst for continuously enhancing the delivery of our services to create value for patients by promoting both a superior experience team and families.  In addition, it will be imperative to work collaboratively with teams across the enterprise to promote an energizing working environment for team members which allows them to deliver on that experience to our customers.

 

Administrative Leadership

Serves as the identifiable system resource for patient and guest experiences/satisfaction and consumer knowledge issues. Works collaboratively with leadership across the network to create a strategic roadmap and to drive execution of initiatives that ensures the network sustains a culture of service excellence leading to an enhanced customer experience and loyalty across the network. Maintains awareness of new developments in patient, customer, physician, and associate relationships and disseminates information that will aid in the achievement of organizational objectives related to patients, guests, and community experiences. Participate in decisions regarding the portal and Health Information Exchange systems that support Patient Loyalty and Care Experience.  Anticipates the needs of the patients and the families served by TCHHN and establishes a structure to assess and attain an optimal experience for patients and families. In collaboration with Executive Leadership develops balanced scorecard measure(s) for the consumer focus pillar of the strategic plan and aligns resources/actions to attain established targets. Serves on established leadership committees providing relevant reports and guiding strategic discussion re: consumer experience. Creates and tracks customer experience metrics and related management dashboards and establishes a robust communication strategy to inform the network leaders and team members of progress towards goals. Measures effectiveness of service strategies and works collaboratively with leadership to implement improvements as appropriate. Ensures the development and deployment of communication plans to assure widespread understanding, support and informed application of customer service standards and processes and to facilitate shared learning across TCHHN.  Captures stories and best practices from the network for leadership to share. In conjunction with Human Resources, access and help design educational and human resources processes and systems which further support leaders and front-line employees’ capabilities to create exceptional experiences for patients and families.

 

Operational Leadership

Monitors patient/client satisfaction data and establishes strategies to achieve strong scores in experience and loyalty. Provides information on performance at all levels of the organization. In conjunction with Human Resources, implements the necessary leadership and front-line patient/guest experience training. Assures services are in place to address special needs of patients and families. Ensures systems exist on care coordination for the referral process between main campus and regional services, as well as referring facilities and physicians. Oversees and actively engages patient and family advisory Councils/Teams to inform the organization about community desires. Collaborates with a variety of departments to develop tactics ensure care is consistently patient centered by partnering with caregivers to exceed the expectations of patients and families creating loyalty for the TCHHN brand. Performs observations to sustain best practices through programs including purposeful rounding. Ensures organization has in place an expedited process of problem resolution and service recovery for addressing customer’s issues that are Ensures that customer service issues are escalated/resolved by appropriate team members. Oversees the daily operations and services provided by our concierge, pastoral services, volunteer services and our main communications center.

 

Financial Leadership 

Develops, implements, and monitors budgetary performance ensuring effective use of network resources in pursuit of service excellence and patient loyalty.

 

Quality/Safety/Regulatory Leadership

Monitors national and local service excellence related surveys, state/ federal regulations to include (but not limited to) the Hospital Consumer Assessment of Healthcare Providers and Systems HCAHPS, EDCAHPS, CGHAHPS trends to identify how the top performing hospitals identify, execute, and enhance success. Monitors Press –Ganey, Beryl Institute and other nationally recognized service industry think tanks to identify best-performing practices/organizations and utilizing those to create/implement strategies to enhance service excellence/patient loyalty within the TCHHN Network. Monitors CMS Conditions of Participation (COP) OP and Joint Commission (JC) Standards for changes and emerging requirements. Oversees and updates organizations policies and procedures related to rights and responsibilities of patients and families. Understands, deploys, and shares principles of high reliability and robust process improvement to enhance performance.

 

Talent Development Leadership (Self and Team)

Ensures self and teams’ professional development is coordinated, implemented, and appropriately resourced. Provides leadership, coordinating guidance and mentoring of others involved in patient experience and patient loyalty work.

EDUCATION: 

Master’s degree in Customer Service, Hospitality, Hospital Administration or other related field, Marketing/Advertising, Communications, Management, or equivalent experience. 

Will consider candidates with a Bachelor’s degree who possess commensurate experience with requirements of the role.

YEARS OF EXPERIENCE: 

Advanced knowledge of customer service industry through > 7 years of experience with significant leadership responsibility in service delivery roles/industries.

Knowledge of health care industry is preferred but NOT required.            

REQUIRED SKILLS AND KNOWLEDGE: 

Proven Success: Demonstrated ability to improve patient/guest satisfaction scores and enhance patient/guest experiences. Leadership Skills: Strong leadership, communication, and people skills. Exhibits guiding behaviors that reflect TCHHN values and support our mission and vision. Results focused with a clear passion for service excellence and experience with building customer loyalty in competitive markets. Must possess tact and diplomacy in developing and maintaining positive working relationships as well as dealing with confidential information.  Must demonstrate tact, diplomacy, and discretion in dealing with confidential information. Analytical Abilities: Excellent analytical and problem-solving abilities. Ability to quickly interpret and analyze customer satisfaction measures to develop appropriate communication program strategies and tactics. Regulatory Knowledge: Knowledge of healthcare regulations and patient rights. Collaborative Mindset: Ability to work effectively in a fast-paced, collaborative environment. Ability to maintain effective relationships with physicians, staff, trustees, executives, and management of health care institutions and government. Able to gain trust and respect. Exceptional communication skills with written and verbal. Solid writing skills with an ability to write/edit all kinds of copy that clearly articulates the organization’s vale to both internal and external audiences. Skill in the following competencies: Customer Focus, Business Acumen, Informing, Managerial Courage, Action Oriented, and Managing Diversity. Must possess excellent professionalism guest relations and people skills necessary for effective leadership and to represent TCHHN.  Professional demeanor required. Proficiency demonstration in Excel, Power Point, Word, Outlook, Epic, Midas, and other Microsoft Products to enable effective communication. Outstanding Public Speaking Skills 

LICENSES & CERTIFICATIONS : 

For applicants with clinical licensure, valid and active licensure in state of Ohio field is required (or must be able to obtain).