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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 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 emergency departments.
Responsibilities And Duties:
Strategic Consulting Strategic leader responsible for leading the development, coordination, execution, and management of system wide strategic consulting and training initiatives for the care site and OhioHealth Customer Experience Office In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives and efforts to enhance the customer experience and organizational performance Lead, facilitate and coordinate cross functional continuous improvement and transformational projects leveraging Lean, Six Sigma, Change Management, and other leading improvement approaches to analyze performance indicators to identify/prioritize opportunities for improvement, and develop and implement action plans. Lead and facilitate multidisciplinary customer focus groups to glean voice of the customer and identify areas of opportunity and optimization for inpatient, outpatient or emergency department areas Provides coaching, organizational support, and access to experience improvement best practices and resources i.e., Press Ganey Solution Starters, Beryl Institute, Advisory Board, IHI, Studer, and other s Inform and support execution of change management strategy and build buy in for internal standards and systems changes by facilitating workshops with care site leaders and organizational constituents Develop execute, facilitate, and govern key customer experience committees and integrate into organizational structure Develops comprehensive presentations and status reports for senior leadership in support of key strategic initiatives, including but not limited to Executive Team Meetings, and other key forums Serves as a liaison to the Customer Experience Office, supports the Customer Experience Office delivery model and customer experience initiatives Participate in long and short-term program development and strategic planning, develop strategies and tactics to ensure desirable deliverables, and coordinate/assign resources Training/Education Management In partnership with organizational learning and other constituents, leads the design and implementation of a robust customer experience training strategy across the system leveraging world class experience practices and focused on leadership/cultural engagement, service excellence, and continuous improvement; including but not limited to new associate orientation, leadership and provider workshops, annual LMS competency, and system-level associate enrichment. Craft and support execution of implementation, communication, and education plan to ensure timely development, testing and training around new processes and new system deployments Creates, develops, evaluates, and updates training materials and curriculum for Customer Experience Office Leads and facilitates small and large-group Meetings and trainings relevant to the customer experience Participate in activities designed to promote professional growth and other duties and special projects as assigned
As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time
Minimum Qualifications:
Bachelor's Degree (Required)
Additional Job Description:
SPECIALIZED KNOWLEDGE
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 tasks.
Work Shift:
Day
Scheduled Weekly Hours :
40
Department
Admin - Emergency Department
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 industry
Equal Employment Opportunity
OhioHealth 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
