The Director of Patient Experience engages staff to continuously enhance the patient experience by inspiring a culture of patient- and family-centered care (PFCC) and serving as a role model for patient experience excellence. Understands and supports the PFCC philosophy of healthcare promoted at TMH while empowering colleagues and patients, along with their families, to become partners in health care. Articulates service excellence strategies and works with the executive and management teams to build support for improving the patient and patient family experience. Directs the operation and execution of the Patient Experience Department. Responsible for the day-to-day visitation of patients/families by Patient Experience Advocates and the Patient and Family Advisors. Serves as a Patient Experience Advocate. Supervises RN Follow-up phone calls to patients in need of clinical clarification of discharge instructions. Intervenes in patient/family problems involving communication with physicians, patient care staff, and other ancillary departments. Supports families in crisis during medical emergencies. Responds to patient/family concerns registered either in person, by survey, comment card or other means. Refers appropriate issues to Risk Management. Responsible for the management of the Deaf and Language Services for the organization. Oversees the Patient Experience survey process, reports HCAHPS and other survey data and works as improvement advisor for patient experience issues. Responsible for effective communication between Patient Experience Advocates, Patient and Family Advisors, and colleagues.
Minimum: Masters degree in clinical, communications, healthcare services, humanities or other associated field. Preferred: Florida license as Registered Nurse, Masters Science Nursing degree, Certification as Patient Experience Professional by Patient Experience Institute or other certifying institution.
Minimum: Five (5) years experience in customer service field, complaint management and one (1) year leadership experience. Healthcare experience preferred.
None required. Preferred: Licensed in healthcare related area. Certified Patient Experience Professional (CPXP)
Founded in 1948, Tallahassee Memorial HealthCare (TMH) is a private, not-for-profit community healthcare system committed to transforming care, advancing health, and improving lives with an ultimate vision of leading the community to be the healthiest in the nation. Serving a 17-county region in North Florida and South Georgia, TMH is comprised of a 772-bed acute care hospital, a psychiatric hospi...tal, multiple specialty care centers, three residency programs, 32 affiliated physician practices and partnerships with Doctors’ Memorial Hospital, Florida State University College of Medicine, University of Florida Health, Weems Memorial Hospital and Wolfson Children's Hospital.
Our Mission: Transforming care. Advancing health. Improving Lives.
Our Vision: Leading our community to be the healthiest in the nation.
Providing innovative technology and a broad spectrum of services, Tallahassee Memorial HealthCare holds a number of important distinctions. TMH is home to the areas only state-designated Trauma Center and the Big Bend’s only accredited community hospital cancer program. TMH is recognized by the Society of Chest Pain Centers as an Accredited Chest Pain Center with PCI. Additionally, TMH has the only Neurological and Level III Neonatal Intensive Care Units and is licensed as North Florida’s only Comprehensive Stroke Center.