Job Description

This role designs, develops, and presents coaching programs and provides consultative support to increase operational effectiveness to improve customer satisfaction. The position will implement coaching models to improve staff communication skills with patients. This position will serve as a role model and coach to Nursing, Operations (ancillary and support departments), Managers, external vendors, and employees. This position participates in goal setting for department level, entity, and regional patient satisfaction, communicates goals and assists in the development of action plans and timelines for completion. Participates in the design and implementation of training events and projects to promote customer satisfaction. Serves as a key player in the establishment of organizational targets and monitors best practices in the industry. Directs needs assessment processes, depending on assignment, and consults or facilitates with individuals or groups to assure high quality outcomes. Responsible for the coordination of all activities associated with the Service Excellence process. Competencies for a Service Excellence Role include reshaping the culture, creating and driving service excellence, mobilizing and energizing, and being a pulse point for the organization. Objectives include empowering and promoting accountability of the site service excellence leaders to change behavior of the workforce to align with the goals and values of the Health System, ensuring that Back to Basics and Service Excellence best practices are implemented locally, and meeting regulatory standard requirements for patient experience. Competencies include effectively interpreting patient experience data to identify trends and key drivers, recommending changes and following up on deployment, providing best practice & centers of excellence tools to domain leaders for incorporation into strategic improvement plans, being accountable for deployment of service excellence initiatives, delivering and communicating the organization’s message around service excellence, and affecting change working closely with various departments including Administration, Nursing, Ancillary and Support departments, Quality, and Patient relations. Education requires a Bachelor’s degree with a Master’s degree preferred in Healthcare Administration or related field. Work experience requires a minimum of 5+ years in an organization focused on improving quality, safety, and service excellence. Required skills include excellent communication skills, ability to teach, lead and motivate others, ability to analyze and display statistical data, excellent presentation skills, exceptional organizational skills, and ability to function in a highly matrixed environment. Physical requirements include ability to see and read reports, computer display terminals, manual dexterity for data entry, mobility to meet with management throughout the facility, and may require extended periods of sedentary work and extended working hours.

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