Job Title:
Mgr-Pat Exp & Public Space Ops
Job ID:
445508
Location:
James Cancer Hospital/CCC
Department:
Patient Experience
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Shift:
Day
FTE %:
100
Salary Range Min:
$50,000.00
Salary Range Max:
$72,500.00

Position summary

Mgr-Pat Exp & Public Space Ops (Job Opening 445508) - Scope of Position
The Manager, Patient Experience and Public Space Operation at The Ohio State University CCC-James Cancer Hospital is a member of the leadership team and contributes to the development and execution of the organizations mission, vision and values and strategic plan. The Manager, Patient Experience and Public Space Operation initiates, coordinates, implements and measures strategies to improve the patient experience; develops and delivers staff and physician education and training, serves in coaching and reinforcing roles; receives, manages, and resolves patient and/or family concerns and complaints; and implements service quality improvement initiatives.

Position Summary
The Manager, Patient Experience and Public Space Operation is responsible for providing strategic planning to support operational oversight and management in all public spaces within the James Cancer Hospital and Critical Care Tower. The Manager, Patient Experience and Public Space Operation is responsible for the operations of first encounter guest services of the hospital including all aspects of information desk functions, providing wayfinding services, patient information materials, and management of public waiting areas. The Manager, Patient Experience and Public Space Operation recommends and implements appropriate models of service which support first impressions at guest entrances, inpatient unit arrival, as well as surgery and procedural waiting areas. Responsibilities include budget oversight; data collection and analysis; project planning and implementation; HR functions including position requests, hiring, training, coaching, conducting mid-year and annual performance reviews; deescalating upset customers; assigning resources and providing oversight of daily operations to achieve highly positive patient, family and guest arrival experiences in a multi-location, 24/7 operation. This position serves as a role model for customer service and patient experience processes; and provides the communication and coordination of people and other necessary means to successfully develop & implement tactics to achieve improvements. The Manager, Patient Experience and Public Space Operation is responsible for providing strategic planning to support operational oversight and management of all Unit Clerical Associates within the James Cancer Hospital and Critical Care Tower. Responsibilities include budget oversight; data collection and analysis; project planning and implementation; HR functions including position requests, hiring, training, coaching, conducting mid-year and annual performance reviews; deescalating upset customers; assigning resources and providing oversight of daily operations to achieve highly positive patient, family and guest arrival experiences in a multi-location, 24/7 operation. This position serves as a role model for customer service and patient experience processes; and provides the communication and coordination of people and other necessary means to successfully develop & implement tactics to achieve improvements. This position reports to the Director of Patient Experience Department.

Education and experience

Bachelor's Degree in business, communications or related area. Master's degree in health care preferred. Minimum 7-10 years professional experience, preferably in the health care industry or related field. Ability to work in matrix environment and provide team leadership across reporting and departmental lines.