Tallahassee Memorial HealthCare (TMH) is a private, nonprofit community-based healthcare system that provides advanced care to a 21-county region in North Florida and South Georgia. We are a career destination with nearly 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 
• Joint Commission Comprehensive 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, four residency programs and nearly 40 affiliated physician practices.

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 (job code (JC): 019001)

Supervises:

• In the Patient Experience Department (dept# 6005):
  • Patient Experience Coordinator (JC: 245402)
  • 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)

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. 

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.