Sr. Service Line Coach - WMCG - Augusta Georgia

Job Summary

Leads the implementation and evaluation of organization-wide, large-scale patient experience initiatives (i.e. patient and physician satisfaction/engagement programs, etc.) and HCAHPS performance improvement across the organization. Provides Service Coach consulting services to fulfill entity's (clients) specific needs. Develops materials (written or other) for special projects. Provides consultation services to leadership in the areas of patient experience improvement, service excellence, performance improvement and team member development. Contributes to the execution of Wellstar Kennestone Hospital vision and strategies by partnering with facility leaders to develop improvement action plans and strategic approach to ensure a world class patient experience that is seamless, consistent and patient/family-centered. Participates in the development of patient experience targets and performance improvements strategies. Oversees day-to-day workflow of service coaching and prioritizing service coaching efforts according to needs and areas of impact.

Core Responsibilities and Essential Functions

Provides consultation and coaching services to leadership to achieve Patient Satisfaction Goals. Observes and shadows team members in each service line. Identifies areas for service improvement identified through data analysis and observation. Provides recommendations and action plans to facility leadership. Facilitates and implements prescriptive tactics and tools to drive better leader performance. Provides on-site coaching and development for leaders and their team members. Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system. Leads the implementation and evaluation of large-scale initiatives (i.e. patient and physician satisfaction/engagement) at assigned facilities: Creates, deploys and evaluates a full range of service excellence learning programs using a variety of methodologies (instructor led, on-line synchronous and asynchronous). Evaluates learning effectiveness and makes improvements as necessary. Leads the implementation and analysis of various organization surveys and change initiatives (i.e. patient, employee and physician satisfaction) at assigned facilities: Collects data and statistics relevant to leadership performance and uses to determine opportunities for service improvement. Assists the organization in understanding and acting on data. Provides detailed reports, recommendations and action plans to facility leadership. Mentors newly hired and/or current Service Coaches Designs training materials and conducts training classes to improve facility performance on Service Excellence initiatives. Works with other members of the customer service team at their assigned facilities to ensure consistency and seamlessness in the patient experience. Partners with HR, OL Team and others in sharing information, resources and insights with regards to clients and projects. Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education

Bachelors Business Administration/Management or Bachelors Organizational Development or Bachelors Industrial Psychology or Bachelors Health Administration or Bachelors Other or Masters Business Administration/Management-Preferred

Required Minimum License(s) and Certification(s)

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s)

Required Minimum Experience

Minimum 10 years Min 10 years of related experience in lieu of Bachelors degree Required and Minimum 5 years in HCAHPS and patient satisfaction improvement Required and Minimum 5 years in leading improvement initiatives and helping organizations become more patient/family-centered, developing leaders and process improvement/re-engineering experience in healthcare services, and/or quality using LEAN, Six Sigma, and/or PDSA methodologies. Required and Minimum 5 years in consumer survey data analytics Required and Minimum 3 years in project planning or patient/family-centered program management Required and Experience in assessment, process and performance improvement methodologies. Required and Experience in implementing strategic and quality initiatives, analyzing and using data to drive change. Required and Experience helping organizations become more effective, develop leaders and solve problems. Required and Experience in developing and managing projects from beginning to end with measurable results and operational impact. Required

Required Minimum Skills

Proficient in MS Word, PowerPoint, Excel and Access. Familiarity with statistics and statistical packages (Winstat and SPSS) preferred. Skilled in initiating and executing both large and small scale change initiatives. Skilled facilitator with excellent platform skills. Ability to work in a fast-paced team environment.

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