Customer Experience Navigator

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 of Customer Experience and Hospitality Services, the Customer Experience Navigator is responsible for leading the coordination and management of the guest experience. This position is geared towards creating an exceptional experience across the care continuum for patients and families who are identified through the gratitude program. The Customer Experience Navigator will be responsible for the implementation of current and new processes to create a unique experience for our guests by leveraging best practices inside and outside the healthcare industry. This position is a detail-oriented, customer-facing role that requires multi-tasking and effective communication at all levels, including senior leadership, to deliver first-class experience results.

Responsibilities And Duties:

In partnership with the Director of Customer Experience and Hospitality Services, develops and executes the strategic and tactical plan for providing an exceptional customer experience for patients and families in the gratitude program across all touch points and interactions in the organization.Responsible for the continuous improvement of the gratitude program. Will lead the facilitation and training of staff and physicians.Partners with multidisciplinary teams to ensure coordination of care for guests utilizing the gratitude work flow design which includes, but is not limited to: greeting patients and families upon arrival and discharge, making appointments and discharge phone calls for follow up, acting as a liaison to fulfill all patient and family needs. Collaborate with care site leadership Managers, Directors, Physicians, Executives, and other key stakeholders to remove barriers in providing a seamless experience. Manages special project requests/assignments including planning, scheduling, analysis, and issue identification.Provides coaching and personalized guidance to support the gratitude program.The major duties, responsibilities and essential functions listed above are not intended to be all-inclusive. Employee is expected to all perform other duties as requested.

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

Bachelor’s Degree required in Business Administration, Healthcare Administration, Communications/Public Relations or a related field. KIND & LENGTH OF EXPERIENCE:Minimum of 3 years of work experience in hospitality, philanthropy, healthcare, business administration, public relations or related field. Specialized Knowledge:Computer proficiency to include Microsoft Word, Excel, PowerPoint, Outlook, Visio, Project, and other software packages requiredSkills:Intrapersonal skillsCultivating relationshipsAbility to work in highly-matrixed organizationPro-active planning, political savviness and practical thinkingEmotional intelligenceExceptional problem solving skillsCritical thinkingCommunication (verbal, nonverbal, written)Program coordination (working with front line staff and MDs)Organization

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