Service Coach- Service Excellence

Facility: Kennestone Hospital

Job Summary:

Contribute to the execution of WellStar's vision and strategies by partnering with facility leaders to ensure a patient experience that is seamless, consistent and special. Participate in the development of customer service strategies and ensure that the strategies are implemented consistently across the system. Participate in the development of customer service targets and performance improvements strategies. Consult with campus leadership teams and customer service committees on results and improvement planning.

Core Responsibilities and Essential Functions:

Participates in the implementation and evaluation of organization wide, large-scale initiatives (i.e. patient and physician satisfaction/engagement) - Assists to create, deploy and evaluate a full range of service excellence learning programs using a variety of methodologies (instructor led, on-line synchronous and asynchronous). - Evaluates learning effectiveness and makes improvements as necessary. Participates in the implementation and analysis of various organization surveys and change initiatives (i.e. patient, employee and physician satisfaction). - Collects data and statistics relevant to leadership performance and uses to determine opportunities for service improvement. - Assists the organization in understanding and acting on data. - Provides detailed reports, recommendations and action plans to facility leadership. Provides consultation and coaching services to leadership to achieve facility Patient Satisfaction Goals. - Observes and shadows team members in each service line. - Identifies areas for service improvement identified through data analysis and observation. - Provides recommendations and action plans to facility leadership. - Facilitates and implements prescriptive tactics and tools to drive better leader performance. - Provides on-site coaching and development for leaders and their team members. - Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system. Designs training materials and conducts training classes to improve facility performance on Service Excellence initiatives. Works with other members of the customer service team at each facility to ensure consistency and seamlessness in the patient experience. Partners with HR, OL Team and others in sharing information, resources and insights with regards to clients and projects. Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals.

Required Minimum Education:

Bachelor's Degree Required and Master's Degree in healthcare, business, engineering Required or related field preferred. Preferred

Required Minimum License(s) and Certification(s):

Additional Licenses and Certifications:

Required Minimum Experience:

Minimum 4 years of process improvement/re-engineering experience in customer service or quality Required or Minimum 4 years of experience as a business analyst in healthcare. Required

Required Minimum Skills:

Proficient in MS Word, PowerPoint, Excel and Access. Familiarity with statistics and statistical packages (Winstat and SPSS) preferred. Experience in assessment, process and performance improvement methodologies. Skilled in initiating and executing both large and small scale change initiatives. Experience in implementing strategic and quality initiatives, analyzing and using data to drive change. Experience helping organizations become more effective, develop leaders and solve problems. Experience in developing and managing projects from beginning to end with measurable results and operational impact. Skilled facilitator with excellent platform skills. Ability to work in a fast-paced team environment.