Works closely with the CNO and senior leadership to develop short and long term patient experience goals for the institution and leads strategic initiatives to reach these goals. Manages customer complaints and resolves issues promptly and effectively. Deploys customer service recovery methods to enhance patient experience and engagement. Analyzes patient/family complaint information and designs initiatives that fulfill the mission of the organization to promote a culture of patient-family centered care emphasizing outstanding service, compassion, respect, and cultural sensitivity. Assesses and communicates organizational performance and promotes a culture of accountability at all levels. Represents the voice of the patient and collaborates with senior leaders, medical staff, departmental directors and members of the Patient Family Advisory Council to ensure that all patient experiences at Fox Chase Cancer Center embody the highest degree of service and compassion. Ensures ongoing staff development and implements staff recognition programs to acknowledge exemplary customer service.

Education

Masters Degree : in Business, Healthcare, Health Administration, Organizational Development, Nursing, Public Health, Customer Service/Hospitality, Communications, or other related field. (Required)

Experience

5 Years experience in a leadership role in Healthcare, Customer Service/Hospitality, Quality Improvement, Communications or other related fields (Required)

General Experience and advanced knowledge of HCAHPS, CG-CAHPS, OAS-CAHPS, outpatient 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 Press Ganey or other vendor (Preferred)

General experience in an Academic or NCI-designated Medical Center (Preferred)

General experience with Patient and Family Advisory Councils (Preferred)

License/Certifications

CPXP - Cert Patient Experience Prof (Required)

LSSBB - Lean Six Sigma Black Belt (Preferred)

CPHQ - Cert Prof Healthcare Quality (Preferred)

FPCC - Fellow in Person-Centered Care (Preferred)

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