The Patient Experience Officer is responsible for driving meaningful change in the patient experience at the Mount Carmel East Campus by working with campus leadership to identify, prioritize and implement improvement initiatives. The position is also responsible for ensuring a consistent patient experience throughout Mount Carmel. While concentrating primarily on efforts to achieve “top decile” inpatient and ED patient satisfaction scores, will strive to integrate efforts relative to 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, associate 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
Leads Patient Experience teaching and training for campus leadership
Bachelor's degree required
Five years of progressively challenging experience in customer service and patient excellence
Effective Communication Skills
Analytic thinker with ability to synthesize data
Effective project management skills
At Mount Carmel, we invest in your success. You’ll work alongside talented colleagues to advance patient-centered care every day. Join us in our mission to transform the lives of those we serve.
Mount Carmel and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, physical disability or any other classification protected under local, state or federal law.
Internal Number: 00165914
About Mount Carmel
Mount Carmel Health System is comprised of over 10,000 employees, 2,000 physicians, and 900 volunteers serving more than a million patients in central Ohio each year. Beyond providing exceptional and advanced care when people need us most, we're about keeping people healthy. From innovative health and wellness programs, to assembling the best medical teams, to investing in the latest technologies, to delivering care that is best for each person's unique situation – we're improving central Ohio's health at our 5 hospital campuses, and over 60 free-standing outpatient facilities, emergency/surgery centers, physician offices, and through our not-for-profit Medicare Advantage Plan - MediGold. It's called people-centered care, and it's the essence of everything we do, because of you.
With competitive pay and benefits, a mission-driven culture of caring, development opportunities through our very own Mount Carmel College of Nursing, the strength of a national organization through our parent company (Trinity Health), and the benefit of living in one of the fastest growing cities in the country - Mount Carmel is a truly unique place to grow your career.