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 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 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.

Minimum Qualifications:

Bachelor's Degree (Required)

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

Customer Experience Office

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