Director Patient Experience and Guest Relations

Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

LOCATION

Lancaster, PA -

Lancaster General Hospital HOURS:

Full Time (40 hours per week). Monday-Friday (8am-5pm).

Summary:

The Director of Patient Experience & Guest Relations is responsible for the development, implementation and maintenance of patient experience initiatives across Penn Medicine Lancaster General Health. They partner with clinical and operational leaders to ensure the delivery of excellent patient experiences across all settings. Serves as lead internal patient experience subject matter expert and develops and executes strategies to meet and exceed identified patient needs. Works collaboratively with senior leadership to execute on strategies aimed to exceed organizational patient experience goals. This position oversees the daily operations of Guest Relations and Volunteer Services. This oversight includes assuring coordination of volunteer services across departments and settings, proactively designing and executing on use of Guest Services to anticipate and address customer needs at entrances and information desks across all campuses. Collaborates with stakeholders to address opportunities for improvement relative to patient and guest needs. Provides oversight of patient visitation operations

Responsibilities:

Partner with Senior Leadership to develop, implement, and sustain a comprehensive patient experience strategy aligned with organizational goals. Lead system-wide initiatives designed to improve patient, family, and guest experiences, ensuring measurable outcomes and continuous improvement. Serve as the internal subject matter expert on patient experience, providing guidance, insights, and best practices across the organization Direct and oversee daily operations of patient and guest relations, including guest services and volunteer services, ensuring efficient, patient-centered workflows that support access, throughput, and a welcoming environment across all entry points. Provide leadership oversight of patient visitation and screening operations in alignment with organizational policies and regulatory requirements. Foster a culture of awareness and gratitude for community volunteers, partnering with senior leadership to develop meaningful roles and recognition programs that support volunteer engagement across the organization. Recognizes complex service excellence issues that impact teams, units, departments, and/or the organization. Implements innovative customized approaches and solutions by integrating and balancing information from the organization, professional judgment, and relevant research to determine the most appropriate alternative. Facilitates experience goals and corresponding improvement work. Identify and address complex service excellence issues impacting departments or the organization. Facilitate organizational goals and lead associated improvement initiatives Support the 24/7/365 nature of hospital operations as needed. Perform duties in accordance with organizational values, policies, and procedures. Execute additional responsibilities assigned to support departmental, entity, and health system priorities. Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

Minimum Required Qualifications:

Bachelor of Arts or Science in Health Sciences, Nursing, Healthcare, Organizational Development, Business or Hospitality 3+ years Relevant direct patient care, healthcare or consumer relations experience 3+ years Management of direct care teams experience or related experience

Preferred Qualifications:

Master of Arts or Science in Health Sciences, Nursing, Healthcare, Organizational Development, Business or Hospitality Patient Experience Professional Certification #LI-LJ1 We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.