Job Description

Employment Type:

Shift:

Description:

Qualified applicants may submit a resume to Talent Acquisition Partner Madison Noletti at Madison.Noletti@mchs.com for expedited consideration.

Position Purpose:

In accordance with the Mission and Guiding Behaviors; 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.

What You Will Do:

• 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.

Minimum Qualifications:

• Education: Bachelor's degree required, Master's preferred
• Experience: 5 years progressively challenging experience in customer service
• Effective Communication Skills
• Analytic thinker with ability to synthesize data
• Effective project management skills
• Understanding of change management and ability to drive meaningful change

Position Highlights and Benefits:

• Competitive compensation and benefits packages including medical, dental, and vision with coverage starting on day one.
• Retirement savings account with employer match starting on day one.
• Generous paid time off programs.
• Employee recognition programs.
• Tuition/professional development reimbursement.
• Relocation assistance (geographic and position restrictions apply).
• Discounted tuition and enrollment opportunities at the Mount Carmel College of Nursing.
• Employee Referral Rewards program.
• Mount Carmel offers DailyPay - if you’re hired as an eligible colleague, you’ll be able to see how much you’ve made every day and transfer your money any time before payday. You deserve to get paid every day!
• Opportunity to join Diversity, Equity, and Inclusion Colleague Resource Groups.

Ministry/Facility Information:

Mount Carmel, a member of Trinity Health, has been a transforming healing presence in Central Ohio for over 135 years. Mount Carmel serves over 1.3 million patients each year at our four hospitals, free-standing emergency centers, outpatient facilities, surgery centers, urgent care centers, primary care and specialty care physician offices, community outreach sites and homes across the region. Mount Carmel College of Nursing offers one of Ohio's largest undergraduate, graduate, and doctor of nursing programs. If you’re seeking a rewarding career where your purpose, passion, and desire to make a difference come alive, we invite you to consider joining our team. Here, care is provided by all of us For All of You!

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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