Customer Experience Specialist

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 Ohio Health 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.

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 Ohio Health 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…