Director of Service Excellence

Director of Service Excellence (Full-Time 40 Hours)

The Director of Service Excellence directs, oversees, plans, coordinates, and implements strategies and activities across the health system that directly impact the patient experience, patient satisfaction and internal customer service with a goal of assuring optimization, efficiency, and regulatory compliance.

Essential Duties & Responsibilities

• Coordinates all aspects of measurement, dissemination of data, and analysis regarding patient satisfaction/experience including oversight, review and distribution of patient satisfaction/experience surveys
• • Includes, but not limited to assuring adequate sampling, and revision of survey activity and content to meet organizational objectives
  • Responsible for budgets and costs related to patient experience measurement.
• Provides leadership for continuous sustainable improvement by directing various committees as needed for process improvement and sustainability ratings and guiding educational efforts aimed at improvement of patient experience and satisfaction
• Works with outside experts, including but not limited to survey vendors available consultants, to suggest and implement strategies and best practices for improvement of patient experience
• Collaborates with department directors/managers on recognition of service excellence
• Works with managerial staff to continuously monitor local opportunities for improvement and best practices to improve patient satisfaction and experience.
• Rounds with nursing unit managers as needed to gain insight into patient experience and practices affecting this.
• Promotes a patient and family-centered organizational culture by working with the VP of Quality and Patient Safety, Chief Nursing Officer, QI department and others identified as appropriate to define patient and family-centered organizational culture, identify best practices towards sustainable development of the same and develops and oversees Patient and Family Advisory Council activities across the health system
• Manages the complaint and grievance processes (inclusive of insurance grievances) for Middlesex Health by assuring appropriate distribution and resolution of complaints and grievances in accordance with CMS and TJC standards
• Responsible for creating and managing the budget for the Service Excellence Department.
• Collaborates with VP/Director of HR and VP of Quality and Patient Safety to provide an effective management and leadership curriculum that increases the skill set for directors and managers to foster a culture of safety, quality, and service excellence.
• Responsible for updating and maintaining new employee training materials for Connection training. This includes scheduling and coordinating facilitators, and covering the training as needed.
• Represents Middlesex Health at appropriate state or regional meetings (e.g. CHA)
• Adheres to all Core Values (Compassion, Pursue Excellence, Cooperation and Collaboration, Upholds Honesty, and Supports Innovation).
• Adheres to all Absolutes (Privacy and Confidentiality, Professional Appearance, and Responsibility and Commitment).
• Other job related duties as assigned.

Minimum Qualifications:

• Bachelor's degree in a relevant field required.
• Minimum of four (4) years of hospital patient experience and/or service excellence experience
• Minimum of two (2) years of leadership experience
• Strong interpersonal and communication skills, and the ability to work effectively within a health system setting
• Excellent verbal and written communication skills.
• Collaborative, resilient, flexible, and can motivate colleagues and clinical care teams
• Detail-oriented with excellent follow through on goals and commitments

Preferred Qualifications:

• Masters degree in relevant field preferred
• Direct patient care experience
• Preferred seven (7) years of hospital patient experience and/or service excellence experience
• Preferred five (5) years of leadership experience

Comprehensive Benefits Offered

• Competitive and affordable benefits package
• Shift Differentials
• Continuing Education assistance
• Tuition reimbursement
• Quick commute access from I-84, Route 9 and surrounding areas

About Middlesex Health

The Smarter Choice for your Career!

Come join one of Connecticut's Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care better. Through our affiliation with the Mayo Clinic Care Network, Middlesex Health has access to the most advanced medical knowledge and research available.