PATIENT EXPERIENCE ANALYTICS CONSULTANT - (Temple University Hospital/40 hours day shift)

Job Summary
Responsible for the analysis, tracking, trending and management of VOC data retrieved from patient / employee surveys, compliments, complaints, social media, letters and other identified means of VOC feedback. Represents TUHS across various social media platforms and serves in a customer facing grievance support. Serves as program administrator for provider transparency and reputation management programs for TUHS. Represents the Office of Patient Experience on performance improvement teams and projects. Serves as a content expert in voice of the customer data management and works as an internal consultant to enhance our services. Assists organizational leaders with the development and monitoring of Key performance indicators (KPI) and reports findings to TUHS staff and leadership. Manages internal and external survey process to enhance our VOC listening efforts. Oversees the complaint management data for TUHS. Oversees complaint and grievances from Hospital Based Clinics for Temple Faculty Practice and Temple Physicians Incorporated. Administrator of TUH infdoor navigation software. Serves as project administrator for provider transparency and reputation management for TUHS. This position will report to the Director of Patient Experience. Certification is required within 1 year of hire.

Education
Bachelors Degree: in Healthcare, Hospitality or other related field. (Required)
Masters Degree: in Healthcare, Hospitality or other related field. (Preferred)
Combination of relevant education and experience may be considered in lieu of
degree.
Experience
2 years experience in a leadership role in Healthcare, Customer
Service/Hospitality, Communications or other related fields. (Required)
5 years experience in understanding HCAHPS, CMS and patient satisfaction
surveys. (Preferred)
Licenses & Certifications
Certified Patient Experience Professional (CPXP) (Required)

40 hours/ 9:00a-5:00p

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Your Tomorrow is Here!

Temple Health is a dynamic network of outstanding hospitals, specialty centers, and physician practices that is advancing the fight against disease, pushing the boundaries of medical science, and educating future healthcare professionals. Temple Health consists of Temple University Hospital (TUH), Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team. Temple Health is proudly affiliated with the Lewis Katz School of Medicine at Temple University.

To support this mission, Temple University Health System is continuously recruiting top talent to join its diverse, 10,000 strong workforce that fosters a healthy, safe and productive environment for its patients, visitors, students and colleagues alike. At Temple Health, your tomorrow is here!

Your Tomorrow is Here!

Temple University Hospital is a nationally respected teaching hospital on Temple University's bustling Health Sciences Center campus. The hospital provides a comprehensive array of healthcare services both basic and complex to patients from around the corner, across the country and around the world. As the chief clinical training site for the Lewis Katz School of Medicine at Temple University, the hospital provides a dynamic environment for high-quality care, teaching, and cutting edge research.