JOB SUMMARY: 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. The Coordinator 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.
·The manager will
collaborate with senior team, physician and departmental leaders to obtain an
integrated approach to improving patient experience across both inpatient and
·The candidate will
develop and manage the service excellence program at IMC to ensure alignment
with organizational goals and priorities.
·This will be an
opportunity to leave a footprint on the organizational culture of employee
engagement and patient experience at IMC.
·The ideal candidate will
demonstrate the ability to translate satisfaction data to determine areas of
·The manager will have a
working knowledge of acute care hospital processes to be able to identify and
eliminate organizational barriers and motivates change.
·A successful candidate
will possess strong communication skills to integrate employee and patient
experience management into all aspects of the facility and communicate a clear
vision for excellence.
·The candidate will
monitor and encourage sharing of service “best practices” between departments
and campuses as well as monitor and report “best practices within the
40 hours/week; sometimes more; sometimes less, or as required to provide
departmental services as needed.
Chief Nursing Officer
interpersonal problem-solving and communication skills
•Ability to lead and
work as a team member and interact effectively with personnel at all levels of
to deal calmly and effectively with people who may be emotionally volatile.
•Knowledge of Studer
Principles and application of such to create organizational change. •Knowledge
of performance improvement principles and methodology in order to drive service
excellence improvements and document measurable outcomes.
data analytics to assess performance to drive activities that focus on areas of
with regulation agency requirements.
•Ability to utilize
statistics to manage data and extrapolate reports for quality improvement
organizational, time management and project management skills.
Education: Degree in Health Care related field;
Bachelor of Science Degree preferred.
Licensure/Certification: Not Applicable
experience requiring tact and customer service skills.
working with people during emotionally sensitive situations.
with leading teams and creating organizational change.
minimum of 5 years working in varied settings within an acute care hospital
involved with direct patient contact.
in Performance Improvement methodologies to facilitate measuring, monitoring
and driving action plans to improve CAHPS, CMS and patient satisfaction
with statistic and data management.
strong understanding of Hospital operations and application of regulatory