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

• Develops, implements, and promotes a culture of patient- and family- centered care.

• Transforms the experience of patients and families in all areas and strives to make TMH a recognized leader in service excellence.

• Articulates service excellence strategies and works with the executive and management teams to build support for improving the patient and patient family experience. Directs the operation and execution of the Patient Experience Advocacy Program.

• Responsible for the day-to-day visitation of patients/families by Patient Experience Advocates and the Patient and Family Advisors. Supervises RN Follow-up phone calls to patients in need of clinical clarification of discharge instructions.

• Intervenes in patient/family problems involving communication with physicians, patient care staff, and other ancillary departments.

• Supports families in crisis during medical emergencies. Responds to patient/family concerns registered either in person, by survey, comment card or other means. Refers appropriate issues to Risk Management.

• Oversees the Patient Experience survey process, reports HCAHPS and other survey data and works as improvement advisor for patient experience issues.

• Responsible for effective communication between Patient Experience Advocates, Patient and Family Advisors, and colleagues. Serves as a Patient Experience Advocate.

• Manages the Deaf and Language Services for the organization.

• Participates as Improvement Advisor for patient experience projects, and is Staff Liaison for the Patient and Family Advisory Council (PFAC).

• Executive Director, Clinical Engagement

• Patient Experience Specialists
• Patient Experience Coordinators
• Manager of Patient Experience and Guest Services

• Required: Master’s degree in clinical, communications, healthcare services, humanities or other associated field.

• Preferred: Certification as Patient Experience Professional (CPXP) by Patient Experience Institute or other certifying institution.

• Required: Five (5) years’ experience in customer service field, complaint management and one (1) year leadership experience. Healthcare experience preferred.

Required Certification/License/Registry:

• Required: None.
• Preferred: Licensed in healthcare related area. Member of The Beryl Institute, Certified Patient Experience Professional (CPXP).
• Preferred: Lean Six Sigma Green or Black Belt.

Incentives:

We’re thankful for what you do for us. Here’s what we can do for you:

• Health Insurance (Medical, Dental & Vision)
• Retirement Contributions Matching Up to 6% [401(a)/403(b)]
• Annual Raise***
• Tuition Reimbursement***
• Scholarship Opportunities***
• Paid Time Off (PTO)
• Childcare (TMH owned onsite facility)
• Premier Health and Fitness Club (TMH owned offsite facility)
• Wellness Programs and Colleague Discounts

• On-site (employees come to work in-person). This individual must live within driving distance of the Tallahassee, FL TMH campus for onsite expectations.

• Only candidates who meet the requirements will be contacted for further consideration.
• This vacancy is not eligible for sponsorship. TMH will not sponsor or transfer visas for this position.

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