Every employee, at every level, begins their journey at Memorial Hermann learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it.
Job Summary Position is responsible for improving consumer experiences for patients & families. This position includes development and implementation of initiatives to drive change, process improvement and introducing technology enhancements based on customer wants and needs. This position works closely with the campus leadership teams and the system services teams (HR, IT, Revenue, Finance, etc.) to implement projects, develop business cases, and build the relationships necessary to drive change across the vast health-care system. Job Description
Minimum Qualifications
Education: Bachelors degree required, MBA preferred
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Two (2) years of experience enhancing customer experience or driving process improvement. Experience with journey design work, consumer experience architecture or consumer experience solutions is a plus.
Two (2) years of management experience
Experience in leading and managing multi-functional teams to improve processes
Excellent communication skills (written, verbal, and listening)
Excellent interpersonal and organizational skills
Strong ability to understand technology and work with IT resources to drive projects to completion
Strong ability in using both qualitative and quantitative consumer information to drive customer satisfaction
Principal Accountabilities
Works with System consumer experience (CX) team and field organization leaders to own implementation of work from journey redesign exercises.
Will play a key role in the roll-out of initiatives with local Directors of Customer Relationship Management
Builds businesses cases and maintains all documents as it relates to each specific consumer journey.
Presents regularly to senior leadership including CEO, CFO, COO to obtain approval on journey initiatives.
Owns planning calendar for all journey related work
Will be a key partner to the VP of CX/Journey in planning and coordination
Work on measurement system with CX Analytics team to understand the impacts on pilots and larger implementation ROIâs.
Accountable for making measurable improvements in customer satisfaction measures and achievement of Memorial Hermann targets and goals with respect to customer opinion and services.
Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention.
Leads and participates in cross-functional teams to manage initiatives related to the customer experience.
Present to various audiences ranging from customer service modules for employees to presentations for hospital leadership.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization, mentor, and resource to less experienced staff.
Other duties as assigned.
Find one job in US 