Chief Customer Experience Officer | Healthcare | Maine
Ready to Combine Quality of Life and Career?
Galileo Search is conducting a search for an experienced Chief Customer Experience Officer for one of our preferred client hospitals in Maine. Our client is deeply rooted in the community and focused on delivering high-quality healthcare to every patient that comes through their doors.
Combine a fulfilling career with a living experience that includes enhanced quality of life in a town with a strong sense of community, and you have a recipe for success. This vibrant area receives high marks for housing and overall livability; you will find this to be the perfect location for the next step in your career!
Key Responsibilities and Duties:
•Oversees the delivery of patient experience focused on best practices related to training and developing programs for leaders, providers, and staff
•By collaborating with internal resources, will implement initiatives with a strong emphasis on Quality, Safety, and Patient Satisfaction
•Monitors and reports to senior leadership on patience experience ratings throughout the system
•Identifies opportunities for improvement and examples of excellence to be used for developmental purposes
•Streamlines initiatives focused on helping clinicians increase efficiency, patient satisfaction, and loyalty
•Analyzes and communicates key metrics for measurement of patient experience, internal team member experience, provider engagement, and team member engagement throughout the organization
•Engages the passion of employees, physicians, and patients to ensure that care is consistently patient-centered and exceeds the expectations of patients and families
•Oversees complaints, grievances and corresponding follow-up for patients while maintaining relevant data for regulatory compliance
•Provides leadership for the direction, mentoring, and coaching of managers, department heads, and staff members to positively influence the patient experience
•Establishes a patient communication plan/program (i.e. reminders, recalls, education, review requests, etc.) addressing patient feedback from surveys and reviews
•Manages online interactions with patients and reports feedback collected and the effectiveness of programs to improve patient experience
•Serves as a catalyst for organizational and cultural transformation resulting in a better patient experience
•Promotes clinician-patient communication and communication coordination among the care team, resulting in positive patient outcomes
•Participates in the development and review of potential new initiatives, programs, and other organizational changes to enable assessment of any potential impact (positive or negative) on patient and team member experience
•Certification in LEAN Six Sigma or similar Process Improvement methodology preferred
•Minimum of 7 yearsof experience in healthcare required
•Knowledge of andability to articulate current patient experience trends and provenstrategies for success
•Previous experience or training in patient-facing roles, customer service, and patient engagement activities
•Ability to exercise emotional intelligence to engage patients and their families as well as critical thinking, problem solving, interpersonal communication, active listening, and customer service skills
•Knowledge of Patients' Rights & Responsibilities
•Proven experience in effectively building and collaboratively leading informal and formal teams
•Demonstrates excellent interpersonal, verbal, and written communication skills
•Successful experience in leading process improvement in a healthcare environment
About Galileo Search:
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