Manager of Service Quality

American Addiction Centers • West Allis, WI

12d • $41 - $62 • Onsite

About The Position

Leads the implementation of all service quality activities and communications developed by the system Service Quality Department and acts as a liaison between the system Service Quality Department and designated site(s). Participates as an active member on all system service quality teams, workgroups, etc. Collaborates with team members to develop recommendations for system-wide service quality strategies and tactics. Leads site(s) service quality team(s) to coordinate the implementation of both system and site-based service quality initiatives. Works with leaders to implement system strategies and tactics, identifies opportunities for improvement at the site(s), incorporates operational improvement plans, monitors implementation of interventions, analyzes outcomes and results, and shares learnings with the system Service Quality Department. Develops, engages and supports leaders and physicians to promote patient and family-centered care and work environments. Encourages involvement in projects to improve service quality and collaborates with leaders to implement system and site strategies and prioritize site initiatives. In collaboration with leaders, coordinates operational improvement projects which support service quality, applying appropriate quality improvement and project management principles, quality measures/tools such as PDSA (Plan-Do-Study-Act), strategic implementation, Lean and Six Sigma and other proven problem solving tools and techniques. Monitors system and site(s) service quality data and results to evaluate effectiveness of strategies and tactics. Shares and utilizes data to teach leaders, physicians and caregivers about service quality and encourage engagement. Coordinates and leads the implementation of service quality training programs. Promotes the priority of improving service quality by being visible throughout the site(s), facilitating work teams and fostering relationships with leaders, physicians and caregivers to support the implementation of targeted plans. Collaborates with site leaders to organize, implement and lead patient advisory councils and other patient forums and partnerships. Uses these councils/forums to identify opportunities, develop interventions and implement operational changes to improve the patient experience. Responsible for understanding and adhering to the Aurora Health Care Code of Excellence and for ensuring personal actions, and the actions of employees supervised, comply with the policies, regulations and laws that affect Aurora's business.

Requirements

• Bachelor's Degree in Business or related field.
• Typically requires 7 years of experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve the patient/customer experience.
• Knowledge of quality improvement principles, project management and team facilitation such as Lean, Six Sigma, PDSA, strategic implementation, etc.
• Critical thinking and operational process solving skills to identify the challenges around site(s) patient experiences.
• Ability to document, interpret and communicate the organizations position on patient and family-centered care.
• Excellent written and verbal communication skills and the ability to communicate effectively and diplomatically to influence leaders, physicians, and caregivers.
• Advanced knowledge of multi-cultural diversity and its value.
• Advanced knowledge of and passion for patient and family-centered care.
• Demonstrated ability to create momentum aligned around clear goals, build and mentor strong interdisciplinary teams and implement and evaluate new programs.
• Proficient with basic statistical management, interpretation and representation of patient/customer service quality data.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Access) or similar products.

Responsibilities

• Leads the implementation of all service quality activities and communications developed by the system Service Quality Department and acts as a liaison between the system Service Quality Department and designated site(s).
• Participates as an active member on all system service quality teams, workgroups, etc.
• Collaborates with team members to develop recommendations for system-wide service quality strategies and tactics.
• Leads site(s) service quality team(s) to coordinate the implementation of both system and site-based service quality initiatives.
• Works with leaders to implement system strategies and tactics, identifies opportunities for improvement at the site(s), incorporates operational improvement plans, monitors implementation of interventions, analyzes outcomes and results, and shares learnings with the system Service Quality Department.
• Develops, engages and supports leaders and physicians to promote patient and family-centered care and work environments.
• Encourages involvement in projects to improve service quality and collaborates with leaders to implement system and site strategies and prioritize site initiatives.
• In collaboration with leaders, coordinates operational improvement projects which support service quality, applying appropriate quality improvement and project management principles, quality measures/tools such as PDSA (Plan-Do-Study-Act), strategic implementation, Lean and Six Sigma and other proven problem solving tools and techniques.
• Monitors system and site(s) service quality data and results to evaluate effectiveness of strategies and tactics.
• Shares and utilizes data to teach leaders, physicians and caregivers about service quality and encourage engagement.
• Coordinates and leads the implementation of service quality training programs.
• Promotes the priority of improving service quality by being visible throughout the site(s), facilitating work teams and fostering relationships with leaders, physicians and caregivers to support the implementation of targeted plans.
• Collaborates with site leaders to organize, implement and lead patient advisory councils and other patient forums and partnerships.
• Uses these councils/forums to identify opportunities, develop interventions and implement operational changes to improve the patient experience.
• Responsible for understanding and adhering to the Aurora Health Care Code of Excellence and for ensuring personal actions, and the actions of employees supervised, comply with the policies, regulations and laws that affect Aurora's business.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager