Service Excellence Advisor

Avera•Sioux Falls, SD

12d

About The Position

This position is a shared role between Avera Health and Avera St. Mary's in Pierre. Travel is expected throughout the Avera footprint. You Belong at Avera Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter. A Brief Overview Plan, design, facilitate, coordinate and deliver education related to customer experience throughout the continuum of services of Avera Health. This Service Excellence Consultant is responsible for collaborating with and coaching clinical and non-clinical employees and leaders to standardize customer experience based on identified needs. This position will provide onsite coaching and education to physicians, leaders and staff with exposure to confidential information and medical procedures.

Requirements

The individual must be able to work the hours specified.
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds.
These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.
Bachelor's and/or 5+ years customer service experience in healthcare or service-oriented industry

Nice To Haves

Technical Certificate
Executive coaching
Registered Nurse (RN) - Board of Nursing
An active license in the state of practice

Responsibilities

Analyze provider and department clinical and non-clinical processes and practices to identify opportunities for improvement in patient experience.
Research and design coaching models utilizing evidence-based practices to address customer experience opportunities.
Identify, disseminate and implement evidence-based practices and research in clinical and non-clinical areas of focus to facilitate quality outcomes.
Develop, implement and evaluate policies, practices, and standards of care around patient experience to exceed national top performers.
Design and deliver individual and team coaching to physicians, leaders and staff based on observation and analysis of interactions with patients.
Follow up on identified opportunities for improvement for providers, leaders and staff and develop ongoing coaching plans to continue and sustain improvement.
Plan, design, facilitate, coordinate and deliver evidence based education and curriculum for clinical and non-clinical employees, leaders and providers.
Analyze patient and resident/family experience results to identify opportunities for improvement and design and deliver education and individual and team coaching specific to the needs of various individuals and entities across Avera.