Bachelor's Degree in Healthcare, Hospitality, or related field required
Master's Degree in Healthcare, Hospitality, or related field preferred
3 years in a leadership role in Healthcare, Customer Service, or Quality Improvement required
Experience with HCAHPS and OAS-CAHPS patient satisfaction surveys required
Experience implementing customer service improvements in healthcare preferred
Responsibilities
Oversee operational initiatives to enhance patient experience
Collaborate with senior leaders to align patient care with service excellence
Design and implement training programs for patient experience staff
Represent the voice of patients and internal stakeholders
Lead efforts to ensure compassionate care across all departments
Benefits
Opportunity to influence patient care at a systemic level
Collaborative work environment with senior leadership
Focus on professional development and training
Engagement with diverse patient populations
Potential for innovative program design in patient experience
Full Job Description
Job Description
The Director of Patient Experience has operational oversight for Temple Health patient experience. This position reports to the Chief Experience Officer for Temple University Health System and partners in the leadership, design and implementation of initiatives that fulfill the mission of the office of patient experience. This position enhances patient perceptions of care through leading operational initiatives as well as operational oversight of patient experience training programs. This position also represents the voice of the internal and external customers and collaborates with the Chief Experience Officer and other senior leaders, medical staff and departmental directors to ensure that all patient experiences at Temple Health embody the highest level of service and compassion.
Education Bachelor's Degree in Healthcare, Hospitality or other related field Required Master's Degree in Healthcare, Hospitality or other related field Preferred Combination of relevant education and experience may be considered in lieu of degree Required
Experience 3 years experience in a leadership role in Healthcare, Customer Service/Hospitality, Quality Improvement, Communications or other related fields Required General Experience with HCAHPS, OAS-CAHPS, outpatient, behavioral health and oncology patient satisfaction surveys Required 3 years experience implementing and accomplishing customer service improvements in a health care setting Preferred General Experience working with patient satisfaction vendor Preferred
Licenses Cert Patient Experience Prof Preferred
About Temple University
Temple University is a public research university located in Philadelphia, Pennsylvania. The university was founded in 1884 and has since grown to become one of the largest universities in the United States. Temple University offers a wide range of undergraduate, graduate, and professional degree programs across a variety of fields including business, education, engineering, law, medicine, and the arts. The university is known for its strong research programs and has been recognized as a top-tier research institution by the Carnegie Classification of Institutions of Higher Education. Temple University is committed to providing its students with a high-quality education and preparing them for success in their chosen careers.
