1. Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values.
2. Demonstrates a high level of professionalism and teamwork that reflects positively on Service Excellence.
3. Serves as one of the primary champions for the implementation of various Service Excellence improvements at McLeod Health.
4. Functions as role of Coach and Consultant to operational leaders in SE improvement work.
5. Provides data and other support services to departments, administration, physicians, Board of Trustees, and regulatory agencies.
6. Manages the use of internal and external data to assist in determining the opportunities for improvement in the customer experience within the organization.
7. Facilitates improvement teams, committees, and department leaders to develop and execute a plan for improvement including, but not limited to, both system-wide and local projects, as well as strategic Prioritized Organizational Improvement.
8. Develops outcome monitoring to assess effectiveness of change and to monitor sustainability.
9. Develops and coordinates training activities and efforts to aid in the process changes and organizational knowledge necessary for developing a customer-centered delivery of care that supports a culture of Service Excellence.
10. Performs all other duties as assigned.

Required Skills

QUALIFICATIONS/EDUCATION/TRAINING:

• Bachelor’s Degree in related field such as Business, Nursing, Allied Health, Communications, or Marketing is typically required but years of experience can be accepted in lieu of a degree
• Master’s Degree preferred
• Additional training in customer relations and/or improvement methodologies preferred
• Skills in planning, leading, and implementing improvement projects
• Must have a flexible, creative attitude, and very strong communication, team building, organizational and multi-tasking skills
• Minimum 3 – 5 years of experience in management of people or processes
• Exhibit the confidence to work with team and department leaders, plus the ability to engage with all levels of the workforce and professional disciplines

_ _

LICENSES AND/OR CERTIFICATIONS:

• Certified Patient Experience Professional (CPXP) preferred, not required

_ _

PHYSICAL REQUIREMENTS: REFER TO OCCUPATIONAL RISK ASSESSMENT

Required Experience

QUALIFICATIONS/EDUCATION/TRAINING:

• Bachelor’s Degree in related field such as Business, Nursing, Allied Health, Communications, or Marketing is typically required but years of experience can be accepted in lieu of a degree
• Master’s Degree preferred
• Additional training in customer relations and/or improvement methodologies preferred
• Skills in planning, leading, and implementing improvement projects
• Must have a flexible, creative attitude, and very strong communication, team building, organizational and multi-tasking skills
• Minimum 3 – 5 years of experience in management of people or processes
• Exhibit the confidence to work with team and department leaders, plus the ability to engage with all levels of the workforce and professional disciplines

_ _

LICENSES AND/OR CERTIFICATIONS:

• Certified Patient Experience Professional (CPXP) preferred, not required

_ _

PHYSICAL REQUIREMENTS: REFER TO OCCUPATIONAL RISK ASSESSMENT