Service Excellence Manager - Service Excellence

Position: MH1834520158 Job: 60220158 - Service Excellence Manager

Description:

Job Title: Service Excellence Manager

Reports To: SVP/Chief Quality Officer

Supervises Others: Yes

Responsibilities:

1. Demonstrates commitment to McLeod Health’s mission, vision, and values while maintaining service excellence

standards that support quality care and operational excellence.

2. Provides managerial oversight of the Service Excellence team and develops staff through individualized plans,

training, professional certifications, mentoring, and project assignments.

3. Provides guidance, root cause analysis, and project facilitation for HCAHPS, OAS CAHPS, and other patient

experience improvement opportunities.

4. Educates team members and operational staff on NRC survey processes, dashboards, and results.

5. Facilitates multiple process improvement projects with subject matter experts and process owners to meet timelines

and deliver reports and implementation plans.

6. Develops project control plans and dashboards using Epic, NRC, Excel, SQL, and other reporting tools.

7. Performs complex data analysis and coordinate the collection, analysis, and reporting of performance improvement

data to support leadership decisions.

8. Provides executive leadership with status updates, feedback, reports, and recommendations related to key initiatives

and objectives.

9. Partners with IT, Quality & Safety leadership, and business teams to align optimization efforts with patient

experience goals and strengthen a patient-first continuous improvement culture.

10. Performs additional duties as assigned to support departmental and organizational goals.

Qualifications/Training:

· 5+ years of proven experience managing others.

· Skills/knowledge related to improving patient experience

· Strong communication, facilitation, and collaboration skills with demonstrated ability to lead multidisciplinary teams.

· Advanced skills in data analysis with ability to create reports in various programs and/or formats.

· Strong organizational and time management skills to manage multiple staff members, multiple organizational

opportunities/priorities effectively and simultaneously.

· Advanced computer skills with demonstrated knowledge of Microsoft products including but not limited to Word,

Excel, PowerPoint, etc.

Education/Certifications/Licenses:

• Bachelor’s Degree in Nursing or Allied Health preferred. An Associate Degree in Nursing or Allied Health with previous management/supervisor experience may be considered.

• License and/or certification must be current and in good standing.

Physical Requirements:

Refer to Occupational Risk Assessment This section will be completed by Occupational Health.