Job: Service Excellence Program Coordinator

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Jobing Description

Location: US-NE-Ogallala
Posted Date: 11/15/2011
Shift: Day
Category: Business Professional (Non-Clinical) - Positions
Department: ..
Facility:
Position Type: Part-Time-PA
Shift Hours: Monday - Friday for 20 hours per week with flexibility depending on the needs of the facility & system wide conference calls
Hours Per Week: 20

Internal Code A: ..
New Grad: Yes
Internal Code B: ..



Overview:
About Ogallala Community Hospital
Ogallala Careers

*Combines tradition and technology in the charming small town of Ogallala, Nebraska
*Eighteen-bed facility is at the heart of a well-integrated, total care system from primary care to speciality care
*Located just a few miles from the shore of beautiful Lake McConaughy, Nebraska's largest body of water, with more than 100 miles of shoreline, white sand beaches and recreational opportunities for all seasons
*Nebraska Lifestyle Options
About Banner Health
We encourage you to read more information about Banner Health and recommend the following options:
*Why Banner Health?
*Banner Health Benefits
*Banner Health Careers

Responsibilities:
Pay Opportunity $21.97- $35.10 DOE

This position is responsible for ensuring that services provided at all levels of the organization exceed the expectation of staff, patients, families, and physicians and that they are provided in a financially responsible manner. This position manages and oversees the effectiveness of the facilities' Service Excellence initiatives and its alignment with the system's mission, vision, values, goals and initiatives. Strategizes the development and implementation of annual and long range Service Excellence plans. Depending on assigned facility or campus, may oversee the operations of assigned functional areas: volunteer resources, patient relations, spiritual care, interpretation services, guest services, gift shop operations, music therapy, and/or other applicable area(s).

ESSENTIAL FUNCTIONS

1. Manages the development and implementation of departmental goals and objectives, providing expertise in the development, implementation, oversight, and evaluation of applicable programs and/or services. Identifies and recommends appropriate best practices to facilitate and enhance operations, programs, and/or services. Develops appropriate tools to measure performance, assess accomplishments, and evaluate operations; analyzes related data, prepares reports, and makes recommendations based on findings.

2. Applies patient experience research / best practices / industry standards in a meaningful and timely manner in accordance with the intent of the Service Excellence discipline. Uses patient survey results for process improvement in conjunction with appropriate Care Management/Quality and Leadership work groups.

3. Develops and implements Service Excellence skills and behaviors training programs, including new-employee orientation, NLE, volunteers, physicians, and/or other applicable stakeholders on service excellence skills and behaviors and ongoing skill development programs. Role models these behaviors, to all key customers including patients, families, physicians, business and industry, community and staff.

4. Works closely with other facility leadership to communicate and share the Service Excellence strategy, quantitative and qualitative results, and ongoing activities that sustain the service-focused culture.

5. Collaborates with members of the system Patient Experience teams to leverage resources, best practices and create alignment of system Service Excellence and Patient Relation strategies. Works to actively promote best-practices throughout the organization with respect to the Patient Experience.

6. Collaborates with Medical Staff leadership to evaluate patient survey data related to physician opportunities to improve the patient experience. Identifies and implements opportunities for improvement that enhance the service excellence skills of facility physicians.

7. Develops and maintains operational and/or capital budgets. When appropriate, may coordinate fundraising efforts with applicable entities.

Job Summary:
*Knowledge of service excellence/customer service principles and practices as normally obtained through the completion of a Bachelor's Degree or equivalent and a strong working knowledge of process improvement, customer relations and project development as normally demonstrated through a minimum of five years relevant experience.
*Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals.
*Advanced knowledge of process improvement principles and practices.
*Knowledge of conflict resolution strategies and techniques.
*Must have a working knowledge of personal software packages.
*Must have the ability to organize, prioritize and multi-task workload in a fast paced environment.
*Proficient use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces.
*Skilled in solving problems in order to facilitate the communication network between patient and hospital.
*Skilled in maintaining composure and professional demeanor in difficult and stressful situations.
PREFERRED QUALIFICATIONS
*Master's Degree.
*Previous experience in an acute-care hospital, clinical setting, or within the Hospitality or Service-Oriented sectors.