Service Excellence Coordinator

Appalachian Regional Healthcare (ARH); Whitesburg (KY); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Appalachian Regional Healthcare (ARH) seeks a Service Excellence Coordinator to lead the strategy and initiatives improving patient and stakeholder experiences across the system.

The role requires five years in service excellence or marketing, with healthcare experience, and strong verbal/written communication. Responsibilities include budgeting, reporting, monitoring satisfaction trends, and maintaining ARH’s service content.

Qualifications

• Bachelor’s degree preferred in Marketing, Communications, Health Administration, or Business.
• Minimum five years in service excellence or marketing.
• Healthcare experience of at least five years is required.

Responsabilités

• Plan, direct and implement service excellence activities across the health system.
• Develop and maintain budgets and report deviations.
• Track patient satisfaction scores and drive improvement programs.
• Monitor trends in public reporting of patient satisfaction data.
• Develop monitoring systems and report results to leadership for decisions.
• Maintain ARH intranet and internet content related to service excellence.
• Travel as required; some nights and weekend responsibilities.
• Perform other duties as assigned.

Connaissances

Flexibility

Autonomy

Accountability

Verbal communication

Written communication

Formation

Bachelor’s degree in Marketing, Communications, Health Administration, or Business

Description du poste

Overview

The Service Excellence Coordinator is responsible for developing and implementing a service excellence strategy and initiatives to meet overall organizational goals and generate increased scores throughout the organization. The coordinator will work closely with any service excellence staff throughout the system, such as patient advocates or patient representatives, to deliver a consistent approach to service excellence to our patients, families and co-workers.

Overview

The Service Excellence Coordinator is responsible for developing and implementing a service excellence strategy and initiatives to meet overall organizational goals and generate increased scores throughout the organization. The coordinator will work closely with any service excellence staff throughout the system, such as patient advocates or patient representatives, to deliver a consistent approach to service excellence to our patients, families and co-workers.

Responsibilities

• Responsible for planning, directing and implementing the service excellence activities throughout the health system.
• Develop and maintain budgets and report any planned or incidental deviation from the budget
• Responsible for tracking patient satisfaction scores, developing and implementing programs to drive service excellence.
• Responsible for monitoring trends in the public reporting for patient satisfaction data.
• Develop monitoring systems to measure the success of service excellence initiatives, reporting the results to Director of Marketing and Service Excellence so decisions can be made to modify, abort, or create new programs.
• Develop and maintain contents of ARH Intranet and Internet site, as related to service excellence.
• Travel required with occasional nights and weekend responsibilities.
• Perform other duties as assigned.

Qualifications

Education

• Bachelor’s degree from an accredited college in Marketing, Communications, Health Administration, or Business preferred.

Experience

• Candidate must have a minimum of five (5) years of service excellence or marketing experience.
• Minimum of five (5) years of healthcare experience.

Required Skills, Knowledge & Abilities

• Position requires a high level of flexibility, autonomy, accountability, and individual initiative.
• Must possess proven excellent verbal communication skills.
• Must possess proven excellent written communication skills.