Job Description

$20,000 Bonus and Relocation Assistance Available

Facility

Cape Fear Valley Medical Center

Location

Fayetteville, North Carolina

Department

Patient Experience

Job Family

Management

Work Shift

Days (United States of America)

Summary

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

Reshapes the culture

Creates and drives service excellence

Mobilizes and energizes

Pulse point for the organization

Objectives

• Empower and promote accountability of the site service excellence leaders to change behavior of our workforce to align with the goals and values of the Health System.
• Ensure that Back to Basics and Service Excellence best practices are implemented at the local level throughout each unit/department.
• Meet regulatory standard requirements for patient experience.

Competencies

• Effectively interprets patient experience data to identify trends and key drivers, recommends changes and follows up on deployment.
• Provide best practice & centers of excellence tools to domain leaders for incorporation, as appropriate, into their strategic improvement plans.
• Accountable for deployment of service excellence initiatives
• Ability to deliver and communicate the organization's message around service excellence as well as to listen to our customers.
• Ability to affect change working closely with departments throughout the organization, including but not limited to:
• Administration
• Nursing
• Ancillary and Support department
• Quality
• Patient relations

Education and Formal Training

Bachelor's degree required. Master's degree preferred in Healthcare Administration, or another related field.

Work Experience

Minimum of 5+ years' experience in an organization focused on improving quality, safety, and service excellence.

Required Skills, Knowledge, and Abilities

Excellent communication skills, both written and oral. The ability to teach, lead and motivate others. The ability to analyze and display statistical data. Excellent presentation skills. Exceptional organizational skills and the ability to multi-task. The ability to function in a highly matrixed environment.

Physical Requirements

Must be able to see and read reports, computer display terminals and have manual dexterity to keypunch data via a keyboard. Requires mobility to meet with management at their service area throughout the facility. May require extended periods of sedentary work and extended working hours to meet stated objectives.

Required Licenses and Certifications

Cape Fear Valley Health System is an Equal Opportunity Employer M/F/Disability/Veteran/Sexual Orientation/Gender Identity

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