Service Excellence Program Manager

Under the direction of the Director of Professional Practice & Service Excellence, this position is responsible for supporting service excellence for the system by providing knowledge, tools, and resources for success. Develops and delivers service excellence training, incorporating cultural competence, across the organization and evaluates the impact of training. Manages the Service Ambassador and other service excellence programs for successful implementation across the organization. Collaborates with Human Resources and Marketing to manage service excellence communication and recognition plans. Assesses service trends and recommends improvements. In partnership with Quality, it uses data to assess, plan and evaluate patient experience improvements. This position is responsible for the management of service excellence projects that may range from singular department impact or organizational impact. Partners with Risk and Regulatory to ensure alignment and adherence to all applicable regulatory and organizational requirements for patient rights, complaints, and grievances. This position supports the Service Excellence Coordinator role as needed.

Qualifications:

Education:

• Requires a bachelor’s degree in healthcare, organization development, business, or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work in lieu of a degree.
• Master's and/or clinical degree preferred.

Experience:

• Requires a bachelor’s degree in healthcare, organization development, business, or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work in lieu of a degree. 
• Master’s and/or clinical degree preferred.
   

Specialized Training:

• Lean Six Sigma Yellow Belt certification is preferred and will be required within 12 months of hiring into the position.

Certification/Licensure:

• Certified Patient Experience Professional (CPXP) or related Patient Experience/Service Excellence certification preferred.

Knowledge, Skills and Abilities:

• Must be able to consistently apply Lean Sigma standards and methodologies as appropriate.
• Must be able to demonstrate process flow mapping, perform process audits and control, and analyze and manage reported issues through to resolution.
• Requires the ability to manage all aspects of assigned projects throughout the project life cycle including project scope, schedule, resources, quality, costs and changes.
• Must demonstrate strong collaboration skills.
• Requires an ability to translate reports into meaningful presentations and discussions to demonstrate progress and areas for focus.
• Must demonstrate exceptional oral and written communication and presentation skills.
• Bilingual preferred.