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Job Title :
Director, Patient Experience
Department :
Health System Shared Services Quality and Operations
Position Summary :
The Ohio State University Wexner Medical Center is committed to providing the community / region it serves with high quality, safe care supported by excellence in experience for patients, families, and visitors.
The Director of Experience will report to the Associate Vice President of Clinical Quality and Safety and have responsibility for Health System Patient Experience.
The Director has responsibility for Patient Care Experience (Patient Care Advocates, Complaints and Grievances, Service Recovery, Facilitated Services, Patient Rights / Responsibilities (Accreditation / Compliance)), Care Settings (Holiday Decorating / Programming, Wayfinding, Visitor Management Systems, New Tower Experience), Engagement / Alignment (Employee orientation / training / education, patient / family advisory groups, Digital Engagement Strategy / Surveying, University Partnerships) and Support Services (Front Desk Operations / Staff, Pastoral Care and Interpreter Services).
The Director will provide leadership and work in collaboration with all areas of the University, OSUWMC, and the Cancer Program for strategic program development with system leaders.
The Director is responsible for the research, design and implementation of initiatives and programs that improve the experience of patients, guests, and staff of the Health System.
Helps guide the strategic direction, oversees program administration, and provides vision and leadership in creating an environment of exceptional care for patients, families, physicians, and staff members.
Minimum Qualifications :
Master’s degree in Health-Related Field
7 years of leadership experience in a healthcare setting
Clinical Licensure preferred
Previous hospital operational and patient experience required
Previous patient and guest experience preferred
Knowledge, Skills, and Abilities :
Excellent communication skills, both written and verbal
Excellent relationship builder
Effective problem solving
Ability to lead and build teams effectively
Effective conflict management skills
Strong operations acumen
Knowledge of industry and regulatory program policies, procedures, and laws.
Proven success with leading teams to pursue operational excellence and effective patient outcomes and strong patient satisfaction
Our Comprehensive Employee Benefits Include :
An array of retirement plan options, each with a generous employer contribution.
Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
Paid vacation and sick leave, including short and long-term disability and paid parental leave.
Get the most out of the Public Service Loan Forgiveness program.
And much more!
Explore our extensive benefits
Work-life : Flexible and remote work arrangement opportunities where applicable, childcare program, and access to educational, athletic and cultural events.
Retirement : State pension and alternative options with competitive employer contributions, as well as optional supplemental plans.
Health : Medical, dental, vision and prescription coverage, life insurance, flexible spending accounts and wellness programming.
Time off : Paid vacation and sick time, parental and medical leave plus 11 paid holidays. Short and long-term disability options also available.
Financial : Tuition assistance for employees and their dependents, adoption assistance and discounts with preferred vendors and university partners.
Wellness : Lifestyle spending account, employee assistance program, health reimbursement account, and employee wellness program.
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