Director, Guest Experience & Service Excellence

Duke Clinical Research Institute; Raleigh (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Duke Health is seeking a senior leader to oversee, plan, direct and coordinate all activities of Service Excellence at Duke Raleigh Hospital in Raleigh, NC. The role guides Patient and Visitor Relations, Guest Services, Interpreter Services, and Volunteer Services to improve patient experience.

The position requires a BA/BS in a related field and at least four years in health care relations with management experience; Patient Experience Certification may be required.

Qualifications

• Work requires a BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.
• Four years of patient/health care relations or human service experience including 1 year in management capacity.
• Patient Experience Certification may be required.

Responsibilities

• Develop and execute the strategic leadership plan for Service Excellence across the organization.
• Direct and coordinate all Service Excellence functions, ensuring effective clinical and operational support services for patient care areas.
• Assess departmental resource needs and oversee operational and capital budgets, including monthly variance reporting and expense management.
• Lead the compilation, analysis, and distribution of operational reports, identifying trends and recommending strategic improvements.
• Oversee Patient Relations operations, including management of patient complaints and grievances in accordance with regulatory guidelines.

Skills

Leadership

Strategic planning

Education

BA/BS in Business, Nursing, Social Work, Behavioral Science or related field

Job description

Duke Health is seeking a senior leader to oversee, plan, direct and coordinate all activities of Service Excellence at Duke Raleigh Hospital in Raleigh, NC. The role guides Patient and Visitor Relations, Guest Services, Interpreter Services, and Volunteer Services to improve patient experience.

The position requires a BA/BS in a related field and at least four years in health care relations with management experience; Patient Experience Certification may be required.