Director Service Excellence

POSITION SUMMARY: This position is responsible for the development and implementation of all Service Excellence initiatives for CHRISTUS St. Vincent Health System including the achievement of patient experience goals as determined by CHRISTUS Health and region Senior Leadership. This position manages organization-wide programs related to customer service as well as Volunteer Services and patient experience. Helps educate the organization about the impact Patient Experience and Volunteer Services and its impact on the organization as well as community

This position serves as the liaison between the organization and senior leadership team for driving patient experience performance across services.

The position will collaborate closely with CHRISTUS System resources that will provide technical support such as Qualtrics and other tools. The Director will align with peer patient experience leaders throughout CHRISTUS in forming and implementing strategic initiatives related to service excellence. The Director will proactively seek best practices across CHRISTUS and other organizations and industries to achieve the highest possible success at CHRISTUS St. Vincent Health System.

This position will work closely with Human Resources, Quality, Patient Relations/Risk Management, Marketing, Diagnostics and Therapeutics, Nursing, and Clinician Group departments to insure all processes and programs, which are common to these departments, are aligned. The incumbent will work jointly with these departments order to collect data, lead performance improvement initiatives, and manage culture change related to service and patient experience. Aligns with the Spiritual Care and Mission Integration to ensure seamless integration of mission-driven activities and patient experience initiatives.

The position requires a hands-on approach that supports leaders and associates actively engaging in defining and creating the desired people-centered culture, as well as developing and implementing actions to achieve organizational goals and move our mission forward..

To accomplish the objective, the incumbent identifies, develops, facilitates, monitors and assesses organizational cultural change; integrate process, setting, and associate delivery systems as well as feedback mechanisms.

MINIMUM QUALIFICATIONS:

EDUCATION: Bachelor's degree in administration, management, organizational development or a related healthcare field. Five years of management in acute care healthcare may substitute for degree.

CERTIFICATION/LICENSES: Certifications in Process Improvement or Patient Experience preferred but not required.

SKILLS:

• Public speaking
• Team facilitation and leadership skills
• Ability to lead and coach workplace teams
• Ability to develop and implement processes to support cultural change
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Ability to motivate others
• Ability to manage multiple priorities with accountability for deadlines
• Ability to establish performance objectives, track and report outcomes
• Ability to analyze and respond to organizational needs
• Ability to problem solve and confront issues while working collaboratively
• Strong computer skills in Microsoft Office Suite programs
• Ability to read, write, and communicate verbally in English
• Must be inspirational, conceptual, perceptive, persuasive, creative, organized.

EXPERIENCE: Five years demonstrated innovation and leadership experience in customer relations management, development of customer/patient experience systems and processes, community/external relations, communication and marketing required. Proven experience partnering with physician leaders preferred. Experience in change management programs in a healthcare setting preferred.

NATURE OF SUPERVISION:

-Responsible to: President/Chief Executive Officer

Supervises: Patient Experience Manager, Patient Experience Advisor, Medical Director of Patient Experience, Volunteer Coordinator, Volunteer Program Assistant, and Volunteers, ,

ENVIRONMENT:

- Bloodborne pathogen - A

PHYSICAL REQUIREMENTS:

Works in clean, well-lighted, ventilated smoke-free environment. May involve some travel, weekend and night work. Requires knowledge of general safety standards. Occasional lifting of light materials.