Director of Service Excellence

Our client, one of the largest faith-based nonprofit health care delivery systems in the United States, has an immediate need for a Director Service Excellence Zone. The qualified candidate will have the following education and experience.

Min. Education required: Bachelor’s Degree in business, health care, organizational development, or related field is required, a Master’s Degree is preferred. Previous experience and/or familiarity with Baldrige criteria is strongly preferred.

Min. Experience required: At least seven years’ experience coaching evidence-based practices in service excellence in complex, matrixed health care organizations with demonstrated results in improving and sustaining patient satisfaction scores.

Skills required:

Strong coaching/consultative/strategic-thinking skills to provide guidance and resources in the achievement of strategic service excellence goals.

Experience and expertise in organizational change, strategy and best practice assessment/research and adoption.

Must have excellent communication and presentation skills – both written and oral; communicating in an open, honest and objective manner.

Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders (including front line staff, senior management, department leaders, clinical staff and physicians) to creatively solve problems, guide and influence people, effectively manage time, operate as a self-starter by being proactive and assertive.

Ability to develop and maintain a high level of expertise in the concepts, practice and evolution of service excellence by serving as a trusted subject matter expert and change agent.

Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills and a strong attention to detail.

Demonstrated experience in patient satisfaction data analysis, report preparation with the ability to deliver effective professional presentations to various groups in order to help motivate and inspire improvement.

Requires knowledge of H-CAHPS, CG-CAHPS, and other such patient experience surveys in the public domain that impact public reporting and value-based reimbursement.

Strong computer literacy and software experience – Word, PowerPoint, Excel, Adobe Acrobat.

Ability to travel to all entity locations throughout the geographic service area covered by Our client
The Senior Service Excellence Coach contributes to the Mission, Vision, Values and Promise of Our client by working under the direction of the OUR CLIENT Vice President of Service Excellence and in close collaboration with entity executive leadership teams to create and maintain an effective infrastructure to meet the goals and objectives of the OUR CLIENT Department of Service Excellence by actualizing the OUR CLIENT Promise, Individuals Caring for Individuals, Together(r). The incumbent is accountable for assisting Texas Health leaders and staff in creating an environment that fosters a culture of service excellence and supports the accomplishment of the 10 Year Strategic Objective for all OUR CLIENT entities to be at or above the 90th percentile of national patient satisfaction scores by 2016.

The Senior Service Excellence Coach is accountable as directed for all phases of the OUR CLIENT Service Excellence Strategy including directing, planning, developing, prioritizing, implementing, analyzing and reporting. The Senior Service Excellence Coach implements, executes and hardwires evidence-based, prescriptive tools, tactics and techniques to improve clinical, operational and service excellence at assigned entities (both flagship and others) and helps to share and spread best practices across OUR CLIENT.

The primary function of this position is to increase flagship entity performance by reducing leader and staff variation in the use of evidence-based best practices to improve the patient/family experience. The Senior Service Excellence Coach also manages the Service Excellence Coach position and shares in the responsibility and accountability for service excellence outcomes at all assigned entities. The position serves as an internal consultant by establishing and maintaining excellent working relationships with leaders and staff at all levels in the organization to improve the employee, physician and patient/family experience.

 

Melanie Kirk

Empyrean Consulting, Inc.

214-457-3500

mkirk@empx.com

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