Provide direction and oversight in the development and maintenance of comprehensive customer service programs and services for The Methodist Hospitals in an organized, effective, innovative and cost-effective manner.  To proactively support the efforts that ensure the delivery of safe patient care and services and to promote a safe environment at The Methodist Hospitals.

PRINCIPAL DUTIES AND RESPONSIBILITIES (*Essential Functions)

1. Design, develop, and present coaching programs and provide consultative support in order to increase operational effectiveness to improve customer satisfaction.  Implement coaching models to improve staff communication skills with patients.  Serve as a role model and coach to Nursing, Operations, Managers, external vendors and employees. Participate in goal setting for department level, entity and regional patient satisfaction, communicate goals and assist in the development of action plans and timelines for completion.  Participate in the design and implementation of training events and projects to promote customer satisfaction. 
2. Effectively interpret patient experience data to identify trends and key drivers; recommend changes and follow up on deployment.
3. Monitor patient satisfaction “best practices” within healthcare industry and serve as organizational resource for related information. Implement in line with the culture and values of The Methodist Hospitals.
4. Develop and maintain medical center-wide ongoing customer relations program and institute changes that enhance Service Excellence in processes, procedures, policies and accountability within the organization. Create relevant outcome measures, evaluate outcomes of assigned initiatives or interventions and communicate results, in collaboration with department Managers and/or executive leadership.
5. Act as organizational contact for external patient satisfaction survey vendor.  Duties include data analysis, reporting, information sharing and performance improvement, including departmental follow-up and oversight as necessary. Act as internal resource for managers in the use of these surveys.
6. Identify target areas for improvement, consult with leadership in the development of action plans, monitor successes, communicate results and serve as a change agent within the organization. Deploy service excellence initiatives.
7. Provide assistance to management in understanding reports: Evaluate survey results, identifying trends and target areas for improvement; Create customized reports and presentations as required.
8. Assist leadership in the development of action plans based on report data and responsible for monitoring the results of plan.
9. Lead teams in developing attainable goals based on data analysis to be used in formulation of action plans.
10. Develop orientation programs for staff on Service Excellence training.
11. Performs other duties as needed and/or assigned.

JOB SPECIFICATIONS (Minimum Requirements)

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge and experience in development of innovative programs to increase the effectiveness of health care services.
• Must possess excellent communication, organizational and interpersonal skills as well as aptitude for conflict resolution, problem solving, strategic planning and evaluation, financial analysis and staff development.
• Ability to deliver and communicate the organization’s message around service excellence as well as to listen to our customers.
• Ability to affect change working closely with departments throughout the organization, including:  Quality, Patient relations, Nursing, Administration and Influencer with the ability to encourage and inspire.

EDUCATION

All post high school education must have been obtained from a recognized College or University.  Additional education or experience may be substituted requirements on a year for year basis should the substitution not conflict with State or Board certification/license requirements.

• Bachelor's Degree in Healthcare Administration, Business Administration or a closely related field is Required
• Master's in Healthcare Administration, Business Administration or a closely related field is Preferred

EXPERIENCE

• Eight (8) years of Project Managment experience in a progressive healthcare organization Required

STANDARDS OF BEHAVIOR

Meets the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.

CONFIDENTIALITY/HIPAA/CORPORATE COMPLIANCE

Demonstrates knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family, organizational and other medical information. Understands and supports the commitment of Methodist Hospitals in adhering to federal, state and local laws, rules and regulations governing ethical business practices for healthcare providers.

DISCLAIMER - The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.