Director of Service Excellence and Guest Services job - Terre Haute Regional Hospital - Terre Haute, IN
Position summary: Plans, organizes and directs the hospital’s programs and processes related to Service Excellence and Patient Satisfaction. Behavioral characteristics: Demonstrate an understanding of and adherence to HCA’s Code of Conduct Adheres to the Standards of Behavior for Terre Haute Regional Hospital as per the Customer Relations Policy Attend Code of Conduct training course annually Demonstrated ability to establish and build strong relationships across a broad range of personality types Demonstrated customer orientation Excellent leadership and teaching abilities An understanding, enthusiasm and commitment to the goals of the project Leadership skills to direct others and maintain a common vision for project objectives. Must be a motivator The ability to communicate with staff at all levels of the practice, as well as with vendors and other outside agents. Must have an interdisciplinary focus The ability to delegate tasks and enlist the cooperation and/or assistance of team members and others Position responsibilities: Plans, organizes and directs the hospital’s programs and processes related to Service Excellence and Patient Satisfaction. Responsible for directing, coordinating and overseeing all aspects of the Patient-Family services. Analyzes patient satisfaction and HCAHPS scores, researches best practices and makes recommendations for improvement in those scores, through leadership coaching, face-to-face interactions, departmental meetings and/or observations. Oversees the Service Excellence program for the facility. Works with the market/division team to implement initiatives as directed. Serves as the facility champion working with administration, department directors, and employees to meet the goals and objectives of the program. Works to mentor directors and their staff to achieve performance excellence. Partners with directors to identify learning and growth opportunities and related courses of action to help improve departmental service performance. Identifies training opportunities and develops/delivers targeted classes, workshops and onboarding education to align with hospital culture initiatives. Regularly rounds in patient areas to interact with patients, families, and visitors to identify opportunities to improve the customer experience. Works to take advantage of and correct immediate “service recovery” opportunities as identified. Monitors and evaluates service excellence & HCAHPS reports consistently, trouble-shoots areas of concerns, recommends/implements corrective action. Plans, directs and initiates implementation of special projects in conjunction with the Administrative Team. Evaluates effectiveness of implemented projects as needed. Proactively identifies resources and develops programs in support of patient experience initiatives. Collaborates with leaders, staff and physicians to implement such initiatives. Develops/utilizes a formal mechanism for the investigation and documentation and remediation of patient/visitor grievances. Effectively leads speaking engagements for audiences such as board of trustees, public events, training workshops and other large groups. Manages hospital volunteer program. Attend Code of Conduct training course annually Demonstrate an understanding of and adherence to HCA’s Code of Conduct Demonstrates conduct that is reflective of THRH’s commitment to HCA’s Code of Conduct Understands and satisfies the needs of the patient population appropriate to the age of the patient served (adults, geriatric, adolescent, pediatric, and parents of neonates) Adheres to the Standards of Behavior for Terre Haute Regional Hospital as per the Customer Relations Policy Qualifications |
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At Terre Haute Regional Hospital, our focus is simple – putting Patients First. We have embraced this philosophy by focusing on patient care…
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