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 outpatient settings.

·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 improvement opportunities.

·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 industry”.


WORK HOURS:  40 hours/week; sometimes more; sometimes less, or as required to provide departmental services as needed.

 SUPERVISED BY:   Chief Nursing Officer


   •Exceptional interpersonal problem-solving and communication skills

   •Ability to lead and work as a team member and interact effectively with personnel at all levels of the organization.

   •Ability 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. 

   •Understands data analytics to assess performance to drive activities that focus on areas of priority.

   •Competency with regulation agency requirements.

   •Ability to utilize statistics to manage data and extrapolate reports for quality improvement measures.

   •Excellent organizational, time management and project management skills.


Education:   Degree in Health Care related field; Bachelor of Science Degree preferred. 

Licensure/Certification:  Not Applicable

 Training and 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.


By clicking the button, I agree to the GetHired Terms of Service member? Login to Apply