Responsible for developing, implementing, and leading service excellence initiatives within the facility. The Service Excellence Coordinator will interact directly with patients, visitors, physicians, volunteers and employees. The coordinator is responsible for supporting hospital-wide programs, initiatives, projects and interventions focused on ensuring that the experience for our patients and guests is consistent, seamless and exceptional. The Coordinator will partner with colleagues and hospital leadership to develop and ensure the effective and consistent implementation of customer service strategies across the facility. The Coordinator will analyze patient experience, survey results and identify, prioritize, plan and oversee improvement efforts. The Coordinator will also participate in the identification of customer service targets, service-related performance improvement strategies and support and assist with education needs that are identified.
Conducts rounding on all patients and prioritizes focused revisits to improve the patient experience.
Actively connects with the patient at the bedside and serves as a liaison to connect the patient's voice,expectations, and perspective with the hospital care team.
Oversees service recovery initiatives; coordinates with all hospital departments to identify and resolve service related issues.
Consults with leaders in the development of strategies to improve patient satisfaction; identifies best practices and opportunities for improvement and works collaboratively with leaders and staff.
Coordinates patient offerings, continually assessing programs for potential improvement; considers and incorporates the needs of culturally diverse populations; ensures effective communication with patient and family regarding offerings and services provided.
Tracks and trends patient/visitor service concerns. Identifies system/process related problems via patient/visitor data and works collaborately with physicians, leadership and staff to resolve.
Provides feedback and coaching to the care team in delivering high touch, service-oriented.
Conducts regular accountability and variance analysis of patient experience outcomes. Analyzes survey data, complaints and grievances and collaborates with leadership and staff/physicians on regular basis to ensure optimal patient experience.
Ensures patient communication and explanation of services is provided in a way that can be easily understood by patients and their families.
Communicates and interacts with patients, families and others in a caring, empathetic, courteous, and respectful manner.
Contacts patient upon admission, and as needed, to ensure the patient is receiving services as requested; to identify additional needs and services, and ensure delivery of quality services.
Coordinate ongoing staff education around service excellence.
Bachelor's degree preferred
Minimum two (2) years experience in similar role.
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