Service Excellence Coordinator

The Service Excellence Coordinator is essential in enhancing both patient experience and employee engagement by supporting high-quality care, fostering a culture of service excellence, and promoting employee wellness. Working closely with administrators, leaders, and staff, this role aligns strategies with organizational goals to drive positive outcomes. Key responsibilities include leading patient experience initiatives, assisting with employee engagement efforts, and managing wellness programs. The Service Excellence Coordinator also collaborates with leadership on human resources functions such as performance management, communication, engagement, and wellness to ensure a positive and motivated workforce.

Education and Experience Requirements

• Bachelor’s degree in healthcare, business, psychology, education, or a related field.
• Certified Patient Experience Professional (CPXP) or Professional in Human Resources (PHR) within 2 years of hire.
• Two or more years of experience in Human Resources, Communications, Healthcare or a related field, preferred.

Training and Experience:

• Proficiency in Microsoft Office Suite
• Strong verbal and written communication skills with the ability to interact effectively with diverse teams
• Highly developed problem-solving abilities, with an aptitude for analyzing data and feedback to develop actionable insights
• Ability to adapt to a flexible work schedule, respond to frequent interruptions, and prioritize tasks
• Demonstrated ability to work independently, managing multiple priorities and special projects while meeting deadlines
• Experience in Human Resources, leadership development, or organizational development

Essential Job Functions

• Lead the implementation and continuous improvement of patient experience programs. Analyze feedback from sources such as CAHPS surveys to identify trends and areas for improvement. Collaborate with clinical leaders and staff to design and execute strategies that enhance patient satisfaction and improve outcomes. Provide coaching and training to leadership on best practices for patient communication, empathy, and customer service. Track the effectiveness of patient experience initiatives and make adjustments based on data to ensure ongoing improvement.
• Partner with HR and organizational leadership to develop strategies that promote employee engagement, job satisfaction, and retention. Manage the employee engagement survey process, including action planning and follow-up to address key insights and areas of improvement.  Assist with leadership training and coaching for department leaders, focusing on effective communication, team-building, and leadership practices.
• Assist with the employee performance management process by facilitating the development of employee rounding tools and structures to improve communication between leaders and staff, ensuring that leaders are actively engaging with employees to identify needs and recognize contributions. Assist leaders in implementing these tools to enhance performance and morale across departments.
• Lead the development and execution of employee wellness programs focusing on physical, mental, and emotional health. Collaborate with HR and leadership to offer wellness resources, education, and events that assess and address employee well-being needs.
• Coordinate employee recognition programs to celebrate achievements and foster a culture of appreciation. Lead the Employee Reward and Recognition Committee to plan events and celebrations that acknowledge and appreciate the daily efforts of employees.
• Champion the organization’s mission, vision, and values, ensuring they are reflected across all patient and employee experiences. Promote a patient-first mentality throughout the organization, empowering staff at all levels to contribute to a culture of excellence. Regularly assess service standards and collaborate with leadership to implement improvements based on employee and patient feedback.
• Manage the Employee Assistance Program (EAP), providing resources and support for employees' personal and professional challenges. Facilitate ergonomics assessments to ensure a safe and comfortable work environment. Oversee other employee safety programs, promoting health and safety standards across the organization and responding to safety concerns as they arise.
• Manage cross-functional projects to improve patient experience, employee engagement, and wellness. Collaborate with other departments to integrate strategies that address key priorities and promote shared success. Provide administrative support for committees, including event planning, scheduling, research, and documentation.

Additional Responsibilities

• Provide support to the Cass Health Auxiliary and volunteer services program, ensuring effective engagement and volunteer recruitment.
• Assist with the Cass Health Foundation by providing event planning and administrative support to fundraising initiatives.
• Support various HR functions, including employee training, performance management, and recognition programs.
• Contribute to the completion of special projects and initiatives, including the preparation of reports, analysis, and documentation.
• Perform other duties as assigned to support the organization’s goals and objectives.

This position requires a proactive individual with a passion for service excellence and employee well-being. The Service Excellence Coordinator will play a significant role in driving cultural transformation and supporting the organization’s mission to provide exceptional care to patients while fostering a positive work environment for employees.