Service Excellence Program Manager

Service Excellence Program Manager

Under the direction of the Director Professional Practice and Service Excellence, this position is responsible for supporting service excellence for the system by providing knowledge, tools, and resources for success. Develops and delivers service excellence training, incorporating cultural competence, across the organization and evaluates the impact of training. Manages the Service Ambassador and other service excellence programs for successful implementation across the organization. Collaborates with Human Resources and Marketing to manage service excellence communication and recognition plans. Assesses service trends and recommends improvements. In partnership with quality, data is used to assess, plan, and evaluate improvements in patient experience. This position is responsible for the management of service excellence projects that may range from singular department impact to organizational impact. Partners with Risk and Regulatory to ensure alignment and adherence to all applicable regulatory and organizational requirements for patient rights, complaints, and grievances. This position supports the Service Excellence Coordinator role as needed.

Annual Salary Range : $83,116.80 - $122,595.20

Education :

• Requires a bachelor’s degree in healthcare, organization development, business, or related field or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work in lieu of a degree.
• Master’s and / or clinical degree preferred.

Experience :

Specialized Training :

Certification / Licensure :

Knowledge, Skills, and Abilities :

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