Job Description

Facility: Valleywise Health Medical Center

Department: Quality Management

Schedule: Regular FT 40 Hours Per Week

Shifts: Days

Under the general direction of the Director of Quality and Regulatory, the Service Excellence Coordinator proactively engages with patients to identify and resolve potential issues before they become complaints.  This position role models service standards and service recovery, mentors, and supports staff and department leaders to address concerns and complaints at the point of service. Manages complaints and grievances promptly, collaborating with department managers and directors, staff, and providers to prevent complaints from escalating to grievances. Ensures reports are filed and follow-up with patients completed within defined timelines. Supports Patient rights and responsibilities. Demonstrates creative problem-solving with a focus on service excellence, teamwork, and collaboration.
 
Annual Salary Range: $76,835.20 - $113,339.20
 
Qualifications
Education:
  • Prefer a Bachelor’s Degree in Nursing.
Experience:
  • Must have a minimum of five (5) years of progressively responsible nursing experience that demonstrates an understanding of the required knowledge, skills, and abilities.
  • Must have prior experience working in a hospital setting.
  • Prefer experience in service excellence role and/or leadership position in healthcare.
Specialized Training:
  • Midas reporting system.
Certification/Licensure:
  • Must possess a current, valid AZ RN license, temporary AZ RN license, or valid compact RN licensure for the current state of practice.
Knowledge, Skills, and Abilities:
  • Bilingual (English/Spanish) is preferred.
  • Requires the ability to read, write, and speak effectively in English.
  • Requires excellent communication skills (oral, written, and electronic).
  • Requires strong listening skills in an objective manner reflecting the patient’s perspective.
  • Must have skill in interviewing and collecting pertinent data.
  • Must demonstrate strong customer service skills/interpersonal interactions and have the ability to handle difficult and angry people constructively. 
  • Must be able to establish and maintain effective working relationships with others.
  • Requires strong prioritization skills and effective reporting (written and verbal) skills.

Application Instructions

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