Director, Support Operations

Memorial Hermann Health System•Katy, TX

20h

About The Position

The Director, Support Operations is responsible for customer relationship management for patients, families, and physicians at the hospital level. The role develops and implements initiatives to drive behavior change, process improvement, and environmental changes based on customer wants and needs. Working closely with the CEO and Memorial Hermann CRM team, the Director develops facility-specific objectives and goals to achieve best-in-class customer satisfaction. The position plans and coordinates customer-service programs, analyzes customer feedback, leads cross-functional improvement efforts, and supports complaint management, patient rights, and customer-service education. It is accountable for measurable improvements in customer satisfaction and for completing hospital customer-service projects on time and within budget. The role also has budget and resource responsibilities and supports safe, compassionate, personalized, and efficient experiences for patients, staff, visitors, and colleagues.

Requirements

Bachelor's degree.
One year of education, customer-service, or process-improvement experience.
Experience leading and managing multifunctional teams to improve processes.
Excellent written, verbal, and listening communication skills.
Excellent interpersonal and organizational skills.
Experience using qualitative and quantitative consumer information to drive customer satisfaction.

Responsibilities

Plan and coordinate programs to assure excellent customer service throughout the hospital; develop improvement programs based on identified customer-service needs.
Analyze and interpret customer-service surveys and work with directors, managers, and front-line staff to achieve desired outcomes.
Report regularly at departmental meetings, hospital and medical staff committees, and service lines.
Collaborate with the Memorial Hermann CRM department to develop and implement initiatives that improve customer experience through behavior change, process improvement, or environmental factors.
Achieve measurable improvements in customer-satisfaction measures and Memorial Hermann targets and goals related to customer opinion and services.
Collaborate with administrative, medical, nursing, ancillary, and legal/risk management staff on investigation, resolution, response, and prevention of problems.
Educate staff on complaint management, patient rights, and customer service.
Serve as a hospital resource for customer-satisfaction surveys and process improvement related to the experiences of patients, families, and physicians.
Lead and participate in cross-functional teams managing customer-experience initiatives and use organizational agility to keep CRM initiatives moving forward.
Ensure hospital customer-service projects are completed on time and on budget.
Present customer-service modules to employees and make presentations to hospital leadership and other audiences.
Use performance-improvement techniques to proactively implement systems involving people, processes, and technology to enhance the customer experience.
Support the Clinical Effectiveness department in ensuring accurate measurement of the customer-survey process.
Facilitate hospital-level coordination for membership programs and 222-CARE.
Ensure revenue, expenses, contribution margin, and FTEs meet or exceed budget; prepare and submit budgets and related reports, forecast expenses, address negative variances, and identify and propose capital-budget items.
Ensure safe care for patients, staff, and visitors and follow Memorial Hermann policies, procedures, and standards within budgetary specifications, including time management, supply management, productivity, and service quality.
Meet mandatory and continuing education and skills-competency requirements; support department goals and serve as a preceptor, mentor, and resource to less experienced staff.
Model Memorial Hermann service standards and create compassionate, personalized, safe, caring, and efficient experiences for patients and colleagues.
Perform other duties as assigned.