Responsible for deployment of Trustbridge Experience program, serving as the subject matter expert in the field of customer experience and service excellence. Is responsible for the planning, development, implementation, and integration of all aspects of the patient experience into processes across the organization utilizing hospitality best practices and feedback from internal and external customers. Areas of focus include coaching and training; data analysis, interpretation, and reporting; and providing direction and oversight in the development of comprehensive service excellence programs in an organized, innovative and cost effective manner. This position will work with operational leaders, clinical and non-clinical staff to create an environment that supports best practice in the area of service excellence for internal and external customers to reach the highest levels of value. DUTIES AND RESPONSIBILITIES
Language Skills Bilingual (English/Spanish) preferred. (NOT A REQUIREMENT)
May work weekends rarely to conduct trainings for weekend staff.
Bachelor's Degree preferred.
Minimum 3-5 years of work experience in hospitality/customer service, change management, organizational effectiveness, and quality/process/operations improvement.
Experience with Lean Six Sigma tools and methodologies preferred.
Ability to effectively teach individuals and groups concepts associated with service excellence and Trustbridge Experience.
Ability to develop tools and program points for an organizational effort on patient experience and report out on service excellence metrics to leadership.
Experience with data analysis and interpretation skills to lead the service improvement effort.
High degree of initiative and judgment required to plan, coordinate, implement and evaluate a service excellence program.
Demonstrated proficiencies in computer skills.
Demonstrated experience with oral and written communication which includes public speaking and teaching.