Service Excellence Manager

Iberia Medical Center (IMC) in New Iberia, LA is looking for team members who will help advance our vision to be the premier hospital of choice for patients, physicians and employees. We've been caring for our community for over 60 years and offer many diverse career paths. Our new employees experience opportunities to learn and grow while caring for their families, friends and neighbors.

IMC is currently hiring a Service Excellence Manager. This position will be instrumental in the planning and execution of IMC’s Patient Experience and Service Excellence programs as well as providing support to Department Managers. This position is accountable for the engagement and service excellence results and achievement of improvement goals. This will include developing or enhancing the existing programs as well as creating new programs and services that will address every aspect of the patient/guest encounter. The strategies and programs implemented by this key leader will help support the mission and vision of the organization.

EDUCATION:

• Degree in Health Care related field; Bachelor of Science Degree preferred

LICENSE/CERTIFICATIONS:

• N/A

TRAINING/EXPERIENCE:

• Previous experience requiring tact and customer service skills.
• Experience working with people during emotionally sensitive situations.
• Experience with leading teams and creating organizational change.
• A minimum of 5 years working in varied settings within an acute care hospital involved with direct patient contact.
• Experience in Performance Improvement methodologies to facilitate measuring, monitoring and driving action plans to improve CAHPS, CMS and patient satisfaction surveys.
• Experience with statistic and data management.
• Possesses strong understanding of Hospital operations and application of regulatory standards.

RESPONSIBILITIES:

• Takes leadership responsibility for the design, implementation and surveillance of patient experience programs and initiatives that lead to a highly motivated and patient/family-centered workforce that achieves favorable experiences for the patients and families we serve.
• Provides communications, coaching and training to leaders and staff at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiates.
• Utilizes creative and innovative methods to ensure staff commitment to high quality service deliver standards and patient satisfaction in every aspect of the Hospital experience.
• Fosters a sense of teamwork in all parts of the organization to actively participate in process improvement and drive culture change.
• Develops and implements programs which create a positive patient experience and promote service excellence into all aspects of the facility.
• Collaborates with other leaders within Clinical Operations, Human Resources, Quality Department, and Administration on issues of employee engagement, physician engagement, inter-professional collaborative practice, and service excellence.
• Seek to guide processes that elevate the essential connection that exists between the patients and families we serve, and the physicians and staff we employ.
• Champion the Studer Program and all Studer principles and tactics, including AIDET, LDI, Hourly Rounding, Thank you cards, etc.
• The Coordinator will partner with physician leaders to obtain an integrated approach to improving patient experience across both inpatient and outpatient settings.
• Uses computer applications or other automated systems such as spreadsheets work processing, calendar, email and database software in performing work assignments.
• This will be an opportunity to leave a footprint on the organizational culture of patient experience at IMC

COMPETITIVE BENEFITS:

• Great medical benefit plan
• Early access to earned wages
• Participation in robust state pension plan
• Dental, vision, life insurance, disability and more!