Plans, organizes and manages the staff and activities in support of establishing a customer service culture at assigned site(s). Plans, implements, and monitors the development and sustainment of customer service programs. Consults, coaches, mentors, and educates all staff to effectively drive staff adoption of organizational values and behaviors of customer service.
1.Plans, implements and monitors the development and sustainment of customer service culture for site and adoption and integration of organizational values and behaviors.
2.Collaborates with Site/Local Leadership to create and implement strategic Customer Experience plan.
Drive employee understanding and adoption of organizational values and behaviors.
Establishes core objectives which align with changing work culture effort
3.Develops, implements and evaluates training programs for staff and volunteers.
Educates and mentors staff and volunteers on elements of operation and strategies to enhance and improve customer and patient experience.
Identifies customer service requirements and performs a gap assessment for organizational improvement.
4.Develops program by delineating authority, functional responsibilities and lines of communication.
5.Designs and develops work plans, tools, and processes to meet customer experience goals.
Establishes and monitors relevant outcome measures.
Manages and interprets customer experience data results and communicates to site leadership. Prepares reports and tracks trends.
Coaches teams and departments on development of customer-centric processes
6.Collaborates with all disciplines to deliver a broad scope of patient and family centered programs.
7.Collaborates with Quality Management regarding identified quality care concerns.
8.Monitors and enhances the hospital environment to be patient centric focused on healing.
9.Selects, develops, manages and evaluates direct reports; and oversees the selection, development, management and evaluation of indirect reports.
Bachelor's Degree in Health Care Administration, Public Relations, Communications, Human Resources or related field, required. Master's Degree, preferred.
Minimum of five (5) years experience within Organizational Development,/Organizational Change, Human Resources, Hospitality, retail or service industry, required. Prior Healthcare experiences, preferred.
Prior experience interpreting healthcare data, productivity management and process improvement systems, required.
Project management and presentation skills, required.
Excellent written and interpersonal communication and relationship building skills.