MgrPatient-Guest Experience

Tallahassee Memorial Healthcare (TMH) is a private nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6000 colleagues who reflect the diversity of our community.

TMH is the regions healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the regions only:

• Level II Trauma Center
• Primary Stroke Center
• Level III Neonatal Intensive Care
• Pediatric Intensive Care
• The most advanced cancer heart and vascular orthopedic & surgery programs in the Panhandle.

Our system also includes a psychiatric hospital multiple specialty care centers six residency programs and more than 50 affiliated physician practices.

Your Role:

• Leads two (2) dedicated teams in Patient Experience and the Guest Services Department in providing exceptional compassionate care to patients families and visitors in a 24 hours/day 7 days/week (a.k.a. 24/7) environment.
• Fosters a supportive patient-centered atmosphere while ensuring smooth department operations.
• Collaborates with colleagues across departments to create a seamless positive experience.
• Plays a crucial role in enhancing the experience through strong leadership effective communication and a commitment to continuous improvement.
• Displays an understanding of diversity. Demonstrates integrity compassion accountability respect and excellence (I CARE values).
• Enhances and contributes to a safe environment for all colleagues visitors and patients. Performs miscellaneous duties not expressly described herein.

Reports To:

• Director/Patient Experience:

Supervises:

• In the Patient Experience Department :
  • Patient Experience Coordinator
  • Concierge (JC: 074505)
  • Patient Experience Specialist (JC: 246902)
• In the Guest Services Department (dept# 8341):
  • Information Desk Receptionist (JC: 065406)
  • Lead Guest Services/PBX Private Branch Exchange (JC: 673006)

Required Education:

• Bachelors degree in healthcare administration business administration public relations or a related field

Preferred Education:

• Masters degree in healthcare administration business administration public relations or a related field

Required Experience:

• Four (4) or more years of healthcare (patient experience ideally) guest services or similar experience

Preferred Experience:

• Seven (7) years of patient experience guest services or healthcare call center experience.
• Experience leading and motivating teams in a fast-paced environment.
• Exceptional communication skills.
• Exceptional interpersonal skills.
• Exceptional organizational skills.
• Microsoft Office Suite proficiency.
• Cisco Phone systems proficiency.
• Press Ganey systems proficiency.
• Strong analytical skills.
• Strong problem-solving skills.
• Ability to work independently and as a part of a team effectively.
• Ability to manage conflict effectively.
• Ability to address sensitive concerns empathetically and compassionately.
• Ability to provide exceptional service.

Required Certification/License/Registry:

• Certified Patient Experience Professional (CPXP) credential from the Patient Experience Institute (PXI) within one (1) year of employment.

Preferred Certification/License/Registry:

• CPXP credential from the PXI at time of hire.

Tallahassee Memorial HealthCare is an equal opportunity employer and drug-free workplace. All employment is contingent upon successful completion of a drug screen background check reference verification health assessment and credential/license verification.