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Summary

Under the direct leadership of the Director Patient Experience, oversees and organizes efforts to improve the patient experience in hospital or physician practice settings. Responsible for developing systems, strategies and education for leaders, physicians, and co-workers to support the service excellence strategies of Parkview Health. Responsible for the direct implementation of specific patient experience programs to enable consistent execution with excellence across all facilities. Responsible to collect and interpret Service Excellence data. Leader directly owns entity-level patient experience events, programs and initiatives. Provides executive visibility into progress against service excellence metrics. Participates in regular alignment meetings with PX and Safety/Quality leaders. Visits facility sites and provides observations and recommendations for improvement of the patient experience.

Education

Must have a minimum of a Bachelor’s degree in healthcare administration, business administration, or other related field.

Experience

Must have a minimum of 5 years of leadership or senior level experience in customer service. Leadership experience in a healthcare environment or an organization where customer service is strategically aligned to the core business is preferred. Must possess a strong knowledge and understanding of healthcare as normally demonstrated through at least five years of experience in healthcare operations, public relations, business or health care marketing.

Other Qualifications

Demonstrates knowledge of customer relations or customer service activities. Demonstrates working knowledge of comparative data analysis and lean process improvement is preferred. Working knowledge of Microsoft Office suite applications, Internet, and online sourcing also required. Requires superb negotiation skills and project management skills. Can work with and inspire teams to improve both personal skills and collaborative processes to better meet and exceed patient expectations. Demonstrates advanced understanding of planning and marketing concepts. Able to conceptualize, envision and plan for the future. Partners with teams to effectively interface with all levels of management. Demonstrates superb verbal and written communication with ability to speak professionally to small or large groups. Ability to define creative customer service strategies, thrive in a fast paced environment, results oriented environment and utilize personal organization is required.