Service Excellence Coordinator Job Vacancy in Holy Rosary Healthcare Miles City, MT 59301 – Latest Jobs in Miles City, MT 59301

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Company Name : Holy Rosary Healthcare
Location : Miles City, MT 59301
Position : Service Excellence Coordinator

Job Description : You.

You bring your body, mind, heart and spirit to your work as a Service Excellence Coordinator.

Your attention to detail is tangible: you take pride in your work. Patients and colleagues feel it in your support.

You’re great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.

Us.

Holy Rosary Healthcare is part of SCL Health, a faith-based, nonprofit healthcare organization that focuses on person-centered care. Our 25-bed acute care hospital, residential living community and clinic provide eastern Montana with comprehensive services in one beautiful location. We are fully dedicated to providing care aligned with community needs, and are proud to treat the poor, the vulnerable, our community and each other.

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, we’ve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning.

We.

Together we’ll align mission and careers, values and workplace. We’ll encourage joy and take pride in our integrity.

We’ll laugh at each other’s jokes (even the bad ones). We’ll hello and high five. We’ll celebrate milestones and acknowledge the value of spirituality in healing.

We’re proud of what we know, which includes how much there is to learn.

Your day.

As a Service Excellence Coordinator, you need to know how to:

Works closely with SCL System Service Excellence Director and Directors of Service Excellence at SCL Health care sites supporting the strategy to drive and sustain a systematic, organizational-wide approach to the overall SCL Health patient experience. Integrating data to implement, manage, evaluate and adjust strategies build loyalty and place the patient at the center of all we do to ever advance SCL Healthcare achievements. Collaborates to implement initiatives that emphasize outstanding service, a message of hope and the demonstration of compassion. Represents the voice of the patient with leaders, medical staff, and associates.

Identifies tactics, metrics and monitoring systems to achieve the desired state of systematic and consistent performance. Reviews and shares performance metrics related to patient loyalty, patient experience, and operational excellence. Oversees related service excellence programs such as Service Recovery, communication of patient experience data, and technology that supports the patient experience such as automated discharge phone calls and rounding tools.

Works with key stakeholders and performance data to assess the current performance and identifies those plans, processes, measures and actions to achieve the desired state. Monitors and tracks progress throughout the hospital for accountability. Identifies areas for opportunity and works directly with key stakeholders to develop plans for the organizational and personal learning necessary to improve individual and collective work performance and to sustain an engaged workforce.

Coordinates with other organizational effectiveness consulting expertise to embed learning in the way the organization operates daily to continue to achieve ever increasing levels of performance. Provides change management coaching. Engages in candid, respectful coaching conversations unrestricted by reporting hierarchy.

Assists the organization in debriefing, analyzing and in troubleshooting current and future change initiatives and plays an active role in organizational “course correction” to ensure objectives are met. Facilitates on-going internal and external reporting and communications regarding the status of outcomes related to continuous improvement.

Provides leadership to develop, create and foster a patient and family centered environment through venues such as Patient and Family Advisory Council, focus groups and other committees as appropriate. Provides direct oversight for vendor relationships with patient experience related programs and tools used to drive patient experience outcomes.

Coordinates the complaint/grievance management process to ensure compliance with CMS regulations. Maintains accurate and timely information in the RL6 Grievance Module and provides periodic reports on complaints and grievances. Collaborates with Risk Manager when escalation is needed.

Your experience.

We hire people, not resumes. But we also expect excellence, which is why we require:

Associate’s Degree required

Bachelor’s level degree in a clinical discipline is preferred.

Three (3) years of experience in a leadership position in a healthcare organization with progressive levels of responsibility and authority. Three years of experience in operational and performance improvement in a variety of clinical settings.

Your next move.

Now that you know more about being a Service Excellence Coordinator on our team we hope you’ll join us. At SCL Health you’ll reaffirm every day how much you love this work, and why you were called to it in the first place.

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