Regional Vice President, Patient Experience and Innovation - Corporate Services Center

Mount Carmel Health - Columbus, OH (30+ days ago)3.6


OH1HS_60005_000 Admin-President's Office

Expected Weekly Hours:

Day Shift

Position Purpose:
At Mount Carmel, we work to continuously inspire one another. Here, all are welcome. It is this culture of humility and compassion that sets Mount Carmel apart. We see the big picture and do the right thing. That means a dedication to the well-being our both our colleagues and the patients they serve.

Job Description Details:
The Regional Vice President, Patient Experience and Innovation is responsible for shepherding change throughout the organization. They will develop and lead research strategies for the consumer insights and related teams system-wide. Ultimately, they will operationalize the Patient Experience strategy and tools through an innovation mindset.

The successful candidate has a proven track record in providing remarkable customer experience in a service-oriented industry such as retail, hospitality or a similar industry. Preferred candidate will bring strong experience of integrating consumer-facing digital solutions that enhance the customer journey. The clearly confident, yet humble and curious, leader can drive change with strong communication, relationship building and partnership skills.


Serves as the chief experience officer for the region to make a significant contribution to achieving the company's revenue, retention and growth objectives.
Cultivates an environment that promotes authentic, best-in-class customer experiences that are guided by our mission and core values and that differentiates Mount Carmel Health System on extraordinary care coordination.
Creates, maintains and executes a strategic customer experience roadmap to improve customer support, customer experience and drive volume.
Owns the customer experience journey and represents the voice of the customer to create cohesive experiences that are nothing short of remarkable.
Collaborates with marketing and planning departments to understand consumer behaviors and how to influence loyalty.
Collaborates with communications and human resources to harmonize with internal engagement and safety initiatives that inspire and empower colleagues to make each and every patient and family interaction exceptional.
Utilizes Design Thinking expertise to lead efforts, digital and otherwise, that define future trends and advance innovative ideas that transform the customer experience in healthcare.
Responsible for conceptualizing, developing and implementing customer experience enhancements that involve multiple departments and locations and unique, challenging obstacles.
All other duties as assigned

Education: Master's degree in marketing, business or a related field required
Ten (10) or more years of experience in Business Operations, Marketing, Performance Excellence or Transforming Operations.
At least five (5) years in a leadership capacity
**Hospitality industry experience highly preferred**
Proven leadership and coaching skills with a strong business acumen
Knowledge of population health practices
Ability to effectively transform health care business operations
Effective Communication Skills
Discovering opportunities, support and excellence – all while making a real difference in patients’ lives – begins at Mount Carmel. Find a new beginning and advance your career with us.

Mount Carmel and all its affiliates are proud to be equal opportunity employers. We do not discriminate on the basis of race, gender, religion, or physical ability.


#MCHS #ind123

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.