WHO WE ARE & WHAT WE DO
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 6,000 colleagues who reflect the diversity of our community.TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's 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.
HOW YOU'LL MAKE AN IMPACT
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)
WHAT YOU’LL NEED TO APPLY
Required Education:
- Bachelor’s degree in healthcare administration, business administration, public relations, or a related field
Preferred Education:
- Master’s 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.
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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.
