Customer Experience Specialist

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Customer Experience Specialist

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locations

MARION GENERAL HOSPITAL

time type

Full time

posted on

Posted 2 Days Ago

job requisition id

JR104101

We are more than a health system. We are a belief system.

We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more in our careers and in our communities.Job Description Summary:Reporting to the Director, Customer Experience and Hospitality Services, the Customer Experience Specialist is a strategic partner responsible for leading the development, coordination, execution, and management of strategic consulting in support of the care site and OhioHealth Customer Experience Office, geared towards creating a world class experience across all touch points and interactions for patients, families, providers and associates through leadership/cultural engagement, service excellence, and continuous improvement. In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives, education/training, and continuous improvement efforts to enhance the customer experience and organizational performance leveraging Lean Six Sigma, Change Management, and other leading improvement approaches. This includes providing strategic consulting services and expertise in the inpatient, outpatient or emergency department areas; the development and widespread deployment of educational/training programs; creating, executing, and innovating service/operational excellence standards and best practices and interpreting data and other performance indicators. Leads the development and coordination of leadership and workforce symposiums relevant to the organizational experience. The Customer Experience Specialist will help to develop and facilitate the continuous improvement in key strategic areas across the system to include inpatient, outpatient or emergency department.

Minimum Qualifications:Bachelor's Degree (Required) Healthcare Administration, Business Administration, Nursing or related/appropriate area required Master's Degree preferred Project Management training/required (PMP

preferred)Facilitation/training

required Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)Minimum of 3 + years of relevant professional Experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position Professional work Experience in the training and development profession Requires large scale project management Experience and training (PMP preferred)Healthcare and customer service Experience required Understanding of service, retail and/or hospitality industry best practices (i.e., Disney,

Studer)Facilitation/training

required, including curriculum development Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)Public speaking skills and ability to develop contextually rich and visually compelling presentations to communicate complex concepts Healthcare knowledge and Experience Understanding of service, retail and/or hospitality industry best practices (i.e., Disney, Studer) Computer proficiency and Experience in the following environments Microsoft Word, PowerPoint, Excel, Visio, Project Exceptionally strong analytic abilities, with a proven track record of driving insightful findings from quantitative and qualitative data This is a detailed-oriented, member-facing role that requires multi-tasking and effective communication to deliver first class results. Proactive planning, smart strategy, political savviness, and practical thinking Strong interpersonal and organizational skills, including oral and written communication Ability to develop specific goals and plans to prioritize, organize, and accomplish tasksWork Shift:Variable

Scheduled Weekly Hours :40

DepartmentCustomer Experience Office

Join us!... if your passion is to work in a caring environment... if you believe that learning is a life-long process... if you strive for excellence and want to be among the best in the healthcare industryEqual Employment OpportunityOhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

About Us

WE Are Inspired to Do Our Best.

OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow.

We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day.

OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision to be an organization "where people want to work." Apply now and work together with us to improve the health of those we serve.

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