The Director of Patient Experience is a transformational role, collaborating with TMH Leaders in the development and implementation of the patient experience culture; promoting patient-and family-centered care (PFCC) to make TMH a recognized leader in service excellence. 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. 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. Serves as a Patient Experience Advocate. Manages the Deaf and Language Services for the organization. Participates as Improvement Advisor for patient experience projects, and is Staff Liaison for the Patient and Family Advisory Council (PFAC).
If you or someone you know is interested in joining TMH's legacy of quality and compassionate healthcare, APPLY TODAY!
We look forward to getting to know you.
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.
Internal Number: 19.10783
About Tallahassee Memorial HealthCare - Florida!
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 to elevate the standards of our healthcare practice, quality and innovation in our region. Serving a 17-county region in North Florida and South Georgia, TMH is comprised of a 772-bed acute care hospital, a psychiatric hospital, 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.