Job Description

Overview

This position is responsible for oversight and direction for the overall patient experience within TriHealth. This role involves leading teams within the Patient Experience Department that could include guest services concierge, guest services associates, validators, or insight analysts to ensure patient experiences are positive, efficient, and aligned with TriHealth's mission and values. This role leads a team of either concierge, guest services, or analyst team members, providing guidance, support and professional development opportunities. They set clear performance expectations and conduct regular roundings consistent with TriHealth standards to ensure team members are able to meet performance expectations. This position develops and implements strategies to improve patient satisfaction and experience and collaborates with other departments to ensure a seamless and patient-focused approach to care. For analyst teams: The leader provides oversight of the collection, analysis, and interpretation of patient experience data to identify trends, insights, and opportunities. The role oversees the preparation and presentation of detailed reports on patient experience metrics across the system and identified opportunities for continuous improvement and use of best practices. For concierge and guest services teams: The leader monitors and evaluates the effectiveness of concierge and guest services functions and partners with executive leaders and key stakeholders to acknowledge feedback from patients in a variety of ways and to ensure high level of service is provided to patients and families on a daily basis.

Hours

Full time, day shift

Job Requirements

• Bachelor's Degree (Required)
• 3 - 4 years experience in Healthcare Progressive Leadership (Required)
• 3 - 4 years experience in Health Administration Supervisor/Lead (Required)
• Preferred: ability to demonstrate knowledge of Advocacy and Regulatory Requirements

Job Responsibilities

• Knowledge related to patient and customer feedback and data management, experience with continuous quality improvement, LEAN, and/or Six Sigma, statistical interpretation, coaching or training. Knowledge about Patient Advocacy and Patient Rights. Previous experience driving organizational change related to service with excellent intrapersonal skills, high energy, and inspirational leadership.
• Responsible for dynamic leadership in managing the direction of the team with emphasis on internal customer relationships, standardization of key processes/standard work, data measurement, coaching and development of others, and patient/family advocacy.
• Manages the Continuous Readiness chapter for Patient Rights and Responsibilities and participates in auditing processes and environments to ensure compliance.
• Oversees, models, and teaches expert documentation of measurement reports related to patient experience, complaints and grievances, and volunteer services results; following all regulatory requirements set forth by CMS, The Joint Commission, the Ohio Department of Health, among other regulatory bodies.
• Follows, develops, or enhances standard processes related to patient complaints/compliments and/or data collection and analysis and provides recommendations for how TriHealth can learn and improve from patient feedback.
• Develops and shares reports and recommendations for improvement to senior leaders and internal customers on progress of goals and outcomes related to patient experience measures; this includes complaints and grievances outcomes, collection of patient stories, and trends data, partnering with insight analysts and coaches.
• Policies and Procedures: Develops policies and procedures, establishes communication plans and serves as an employee and manager resource. Coordinates, writes, publishes and distributes policies and procedures.

Working Conditions

• Bending - Occasionally
• Climbing - Occasionally
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing: Conversation - Consistently
• Hearing: Other Sounds - Occasionally
• Interpersonal Communication - Consistently
• Kneeling - Occasionally
• Lifting 50+ Lbs. - Occasionally
• Lifting Pulling - Occasionally
• Pushing - Occasionally
• Reaching - Occasionally
• Reading - Consistently
• Sitting - Frequently
• Standing - Frequently
• Stooping - Occasionally
• Talking - Consistently
• Thinking/Reasoning - Consistently
• Use of Hands - Frequently
• Color Vision - Frequently
• Visual Acuity: Far - Occasionally
• Visual Acuity: Near - Occasionally
• Walking - Consistently

Leadership Performance Standards

Achievement Of Annual Pillar Goals

TriHealth leaders create a culture of engagement, safety & reliability and high performance by consistently modeling and utilizing the following TriHealth Way leadership competencies, tactics and ALWAYS Behaviors to drive strategic pillar results:

• Safety/Quality
• Service
• Growth
• Culture/People
• Finance

Leadership Competencies

• TriHealth Way of Leading
• TriHealth Way of Serving
• Transformation Change
• Drive for Results
• Build Organizational Talent

Leadership Tactics

• Conduct department huddles. Generally, clinical departments hold daily huddles, non-clinical hold weekly huddles.
• Regularly Round on Team Members, using questions from the rounding log.
• 25 or fewer team members = monthly
• 26-50 team members = every other month
• 51+ (and optional team members) = quarterly
• Lead monthly team meetings using meeting agenda template; review stoplight report; cascade key leadership messages.
• Model, coach and validate team members use of TriHealth Way behaviors (AIDET + Promise, Always Behaviors and Always HEARD).
• Recognize team members for safety wins, positive performance and demonstrating SERVE and ALWAYS behaviors, TriHealth Way of Leading, Serving and Delivering Care.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Business Development and Sales
• Industries Hospitals and Health Care

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