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Description:

Why Mount Carmel?

With five hospitals , over 60 free-standing outpatient clinics , a college of nursing , a Medicare Advantage plan , and extensive outreach and community wellness programs, Mount Carmel Health System serves more than a million patients in central Ohio each year, and we've been a pillar of this community for more than 130 years. As a proud member of Trinity Health , one of the nation's largest Catholic healthcare delivery systems, our network of caring spans 22 states, 94 hospitals, and 133,000 colleagues nationwide.

We know that exceptional patient care starts with taking care of our colleagues, so we invest in great people and all that we ask in return is that you come to work ready to make a difference and do the right thing.

What we offer:

• Competitive compensation and benefits packages including medical, dental, and vision coverage
• Retirement savings account with employer match starting on day one
• Generous paid time off programs
• Employee recognition incentive program
• Tuition/professional development reimbursement
• Relocation assistance (geographic restrictions apply)
• Discounted tuition and enrollment opportunities at the Mount Carmel College of Nursing

Why Columbus?

The nation's 14th largest city, Columbus, Ohio is one of the fastest growing major metropolitan areas in the Midwest – ranked #1 for population growth, #1 for job growth, #1 for wage growth, and #1 real estate market. And with a vibrant blend of professional sports, world-class attractions, creative cuisines, and a flourishing music and arts scene, you'll never be found wanting for entertainment and experiences to call your own in Columbus. Learn more at www.experiencecolumbus.com !

About the job

The Patient Experience Officer is responsible for driving meaningful change in the patient experience across the ministry by working with system leadership to identify, prioritize and implement improvement initiatives across assigned service area(s). The position is also responsible for ensuring a consistent patient experience throughout Mount Carmel. Charged with achieving our Vision to be the most trusted health partner, this position collaborates with departments to implement strategies that ensure the optimal patient experience. While key measurable outcomes focus on efforts to achieve “top decile” patient experience results within inpatient, ED, and the ambulatory surgery settings, this role also drives the identification of operational metrics across patient and non-patient facing departments that impact patient experience . These efforts strive to integrate strategies that impact associate and physician engagement, as appropriate . The Patient Experience Officer will be focused on excellent customer service as a key differentiator in the value we deliver to our patients and families and understand the synergies between patient satisfaction, quality and safety, associate engagement and physician engagement, and financial success.

Responsibilities

• Concentrates on efforts to achieve top inpatient and Emergency Department patient satisfaction scores
• Focus on excellent customer service as a key differentiator in the value we deliver to our patients and families and understand the synergies between patient satisfaction, colleague engagement and physician engagement
• Coaches and supports campus leadership to maintain an unrelenting focus on the patient experience, accountability to metrics to improve patient satisfaction and link leaders and caregivers to appropriate tools and resources
• Collaborates with market research, physician engagement champion and colleague engagement champion to synthesize data and identify areas for improvement to impact patient, physician and colleague engagement
• Maintains expert knowledge of customer service tools and resources including Press Ganey best practices, Advisory Board, Engagement Impact Planning and Caring Communication modules
• Participates on a system Engagement Council accountable for identifying synergies between patient, physician and colleague engagement; coordinating engagement efforts to avoid unnecessary duplication
• Coaches and supports the Triad and all campus leaders to maintain an unrelenting focus on the patient experience, accountability to metrics and the synergies between patient, associate and physician engagement.
• Guides ministry leadership (campus triad, managers, etc.) to prioritize patient satisfaction improvement efforts, develop action plans to improve patient satisfaction and link leaders and caregivers to appropriate tools and resources.
• Leads complaint and grievance management across designated service area(s) in compliance with CMS regulation and Trinity Health policy.
• Serves as ready resource for service recovery to intervene as appropriate when necessary, coach managers and front line staff in issue resolution and follow-up to ensure resolution.
• Analyze internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identify opportunities for improvement, and develop and implement recommended action plans including competency validation to improve the patient experience.
• Collaborates with market research, physician engagement champion and associate engagement champion to synthesize data and identify areas for improvement to impact patient, physician and associate engagement
• Maintains expert knowledge of customer service tools and resources (Qualtrics best practices, Advisory Board, Engagement Impact Planning, Caring Communication modules, etc)
• Coordinates with other Patient Experience Officers to ensure consistency across the system and sharing of best practices
• Coordinates with marketing to ensure alignment with Mount Carmel's brand strategy.
• Participates on a system Engagement Council accountable for identifying synergies between patient, physician and associate engagement; coordinating engagement efforts to avoid unnecessary duplication; recommending changes as in processes, procedures and policies to ensure delivery of world class experiences and development of accountability structures and processes.
• Advises Center for Innovative Learning in the creation of customer service education, training and toolboxes.
• Design, develop, and lead patient experience teaching & training as deemed critical by the system leadership.
• Direct supervision over front desk receptionists at respective acute hospital(s) .
• Chairperson of site-specific Patient Experience Council (or equivalent)
• Represents Patient Experience perspective in meetings or teams
• Serve as Administrator-on-call for campus as designated by leadership
• Serve on regional and Trinity Health councils as designated by leadership

Requirements

• Bachelor's degree required; Master's preferred
• Five years of progressively challenging experience in customer service
• Analytic thinker with ability to synthesize data
• Effective project management skills
• Understanding of change management and ability to drive meaningful change

Discovering opportunities, support and excellence – all while making a real difference in patients’ lives – begins at Mount Carmel. Find a new beginning and advance your career with us.

Mount Carmel and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, sexual orientation, or physical ability.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.