Service Excellence Coordinator

Appalachian Regional Healthcare, Inc.; Whitesburg (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

Appalachian Regional Healthcare, Inc. seeks a Service Excellence Coordinator to develop and implement a comprehensive service excellence strategy across the system, partnering with patient advocates to deliver consistent, high-quality experiences for patients, families and coworkers.

The role emphasizes budgeting, performance measurement, and continuous improvement, with travel requirements and close collaboration with Marketing and Service Excellence leadership.

Qualifications

• Bachelor's degree in marketing, communications, health administration or business.
• Minimum of 5 years of service excellence or marketing experience.
• Minimum of 5 years of healthcare experience.
• Excellent verbal and written communication skills with high flexibility and initiative.

Responsibilities

• Plan, direct and implement service excellence activities across the health system.
• Develop and manage budgets and report deviations.
• Track patient satisfaction scores and drive programs to improve service.
• Monitor trends in public reporting for patient satisfaction data.
• Develop monitoring systems and report results to the Director of Marketing and Service Excellence.
• Maintain ARH intranet and internet site content related to service excellence.
• Travel as required, including occasional nights and weekend responsibilities.
• Perform other duties as assigned.

Skills

Service Excellence

Marketing Experience

Healthcare Experience

Verbal & Written Communication

Education

Bachelor's degree in Marketing/Communications/Health Administration/Business

Job description

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

• Bachelor's degree from an accredited college in marketing, communications, health administration or business preferred. Candidate must have a minimum of 5 years of service excellence or marketing experience. Minimum of 5 years of healthcare experience.
• Position requires a high level of flexibility, autonomy, accountability and individual initiative.
• Must possess proven excellent verbal and written communications skills.