Service Excellence Manager- Cherry Hill, NJ

Thomas Jefferson University • Cherry Hill, NJ

8d • Onsite

About The Position

Responsible for optimizing the patient's care experience (as well as caregivers) when utilizing services through real-time identification and resolution of care concerns and grievances. This proactive resolution is conducted with strong collaboration with key stakeholders (consumers, staff, leadership, providers, etc.) aligned to federal and state regulations (signage) as well as organizational policies using communication tools including iRound Press Ganey, On point, and the Patient Advocacy Hotline. Along with overseeing the organization's patient complaint and grievance management processes, active engagement and support is dedicated to key organizational programs to improve the patient experience including Empower You Program, employee development/learnings, management of loss belongings, language interpretative services and Patient Advisory and Family Council. This position will collaborate in conjunction with the Patient Experience Lead Coach.

Requirements

• Bachelor’s Degree
• 5 years of progressively more responsibilities related work experience in an organization of similar size and scope.
• Solid understanding of health care standards, technologies, practices and a strong system thinker, planner and problem solver.
• Experienced with and strong understanding of CMS, and other regulatory governing bodies.
• Ability to deescalate issues and concerns and organize and present data in a concise and easily understood manner.
• Educator and communicator who is trustworthy and willing to share information and serve as a mentor.
• Proven strong interpersonal skills.
• Builds positive working relationships at all levels of the organization.
• Ability to effect collaborative alliances and promote teamwork.
• Proficiency with computer programs including, but not limited to: MS Office and clinical, hospital-based information systems.

Responsibilities

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Meets all of Jefferson's Mission, Vision, and Values standards when interacting with patients, caregivers, staff, providers, and leaders.
• Proactively collaborates, coordinates, and integrates with hospital, outpatient, and surgical services leadership and initiatives to support the real-time experience of patients, families, and healthcare consumers including the complaint and grievance resolution processes.
• Partners with the leadership and the Patient Experience Manager of their designated campus, units, departments, or patient populations to support the implementation of leadership behaviors, service recovery, use of Voice of the Customer (VOC) data, and related improvement projects.
• Consistent with standard work for the position, regularly rounds on patients, families, caregivers, and staff in the assigned campus, unit, department, or patient population to strengthen relationships, gather input, and identify opportunities for service recovery and process improvement.
• Coach leaders and staff in their designated campus, units, departments, or patient population on behaviors and skills related to high reliability, patient-centered care, service communication, recovery model application, etc.
• Leads/guides the organization to see the integrated nature of the patient experience and clinical excellence.
• Ensures accountability at the department level with senior leaders, modeling a commitment to the patient experience.
• Coaches and supports leaders and colleagues in improving results.
• Document and take appropriate action on key patient experience feedback, complaints, grievances, and compliments using and not limited to iRound and the Onpoint System consistent with CMS conditions of participation.
• Perform in-the-moment service recovery of patients and families and support and serve as a backup to the Patient Experience Manager.
• Able to flex hours to provide training and coaching for staff working night and weekend shifts and change designated locations due to regional needs.
• Able to flex hours to provide some training and coaching for staff working night and weekend shifts and also change designated locations due to regional needs.
• Performs duties as assigned.

Benefits

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service.

What This Job Offers

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