Service Excellence Lead – Patient Experience

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

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.