Service Excellence Manager
Apply NowCompany: NYC Health + Hospitals
Location: Bronx, NY 10467
Description:
NYC Health + Hospitals/Gotham Health is one of the largest Federally Qualified Health Center (FQHC) in the country, providing coordinated world-class primary and specialty care with dignity and respect for all New Yorkers, without exception. At Gotham Health, we practice a person-centered caring culture that values delivering compassionate, quality healthcare in partnership with our patients, community organizations, and staff. Gotham Health is focused on high-quality, affordable care to everyone regardless of ability to pay or immigration status. Gotham Health serves the community through a two-pronged approach: providing treatment to those who need it while at the same time emphasizing prevention. We strive to deliver services in a way that maximizes each patient's opportunity to achieve successful health outcomes, we believe in every person's right to participate in their care plans, we facilitate partnerships with other community resources to meet the needs of our patients beyond healthcare, and we celebrate and recognize the compassionate care of our committed staff. Join our team if you want to be part of our Gotham Health Family, a person-centered, fully integrated, and innovative ambulatory care network that enables all New Yorkers to live their healthiest lives.
Job Description
SUMMARY OF DUTIES AND RESPONSIBILITIES:
The Service Excellence Manager role will serve as an entity-level lead for the ICARE with Kindness initiative, a culture strengthening effort to enhance the organization's overall image and reputation through the adoption of NYC Health + Hospitals' service excellence standards. An incumbent in this position will support end-to-end program design, deployment, and evaluation. The incumbent's primary responsibilities are included and not limited to the below.
QUALIFICATIONS FOR THE JOB: (In addition to the minimum qualifications as per the corporate job description)
Training
Oversee all training deployment activities
Serve as primary training facilitator
Build training capacity through recruitment of champion trainers
Manage training scheduling and attendance reporting system
Promote pledge signing through training and staff engagement events to increase and maintain compliance with ICARE with Kindness initiative
Success measures:
Training compliance goal = 100%
Pledge signing goal = 100%
Quality Assurance
Oversee all quality assurance activities post-training
Conduct "secret shopper" audits for all unionized and non-unionized staff at all organizational levels
Train all secret shoppers, managers and supervisors on quality assurance standard work and practices
Ensure integrity of data collected
Develop and share reports for key-stakeholders
Success measures:
Audit tool compliance = 100% score per completed secret shop
Community Guidelines / Real-Time Service Recovery
Partner with Care Experience, Human Resources, and Patient/Guest Relations stakeholders to de-escalate staff and patient complaints and grievances, and perform real-time service recovery as needed
Facilitate care coordination and appointment access for patients/members in response to relevant service recovery requests
Support social media rating and review management at the entity-level
Success measures:
Reduction in count of complaints and grievances around the themes of staff communication, attitudes and behaviors.
Increase the number of positive comments through all patient and staff feedback channels
Health Plan Liaising / Continuous Improvement
. Partner with health plan stakeholders to identify key areas of improvement from Member CAHPS survey results
Curate and implement improvement projects aimed at enhancing the patient/member experience
Monitor and report on pledge signing compliance, as well as other relevant patient and member experience measures periodically to health plan
Success measures:
Increase in patient experience survey scores across service lines and care settings
Increase in member experience survey scores, as provided by health plans
Any additional success measures identified by health plans
Department Preferences
Knowledge, Skills, Abilities and other Requirements:
Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality
Prior background in the hospitality or related industry (hotels, travel, and tourism) exemplifying leading and best practices in customer service
Experience with facilitating training programs and interventions focused on service excellence
Proficient in Microsoft Office and Adobe suites of programs and applications
Motivated self-starter with strong leadership, change management, planning, organizational and project management skills
Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels
Ability to act as a change agent supporting organizational culture change and transformation
Adept understanding of business principles, operations and process improvement strategy
Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment
Special Equipment/Machines Operated:
PC / MacBook
Printer / Scanner
Teleconferencing / AV equipment
Fax machine
Responsibilities
1. A Master's degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology or Rehabilitation Counseling; and
2. Two (2) years of full-time experience in medically-oriented health care and medical support systems environment, one (1) year of which included experience in an administrative or supervisory capacity in such occupations as physical, occupational, inhalation, speech and audiology therapy or as Medical/Laboratory Technologist, Microbiologist (various specialties), Chemist (biochemist), Radiation and X-Ray Technician; or two (2) years of responsible level experience in business management systems or general administration including one (1) year in a supervisory or administrative capacity; or
3. A Baccalaureate degree from an accredited college or university in disciplines listed in "1" above; and
4. Three (3) years of full-time experience, as described in "2" above, including two (2) years of experience in an administrative or supervisory capacity in occupations, as listed in "2" above; or
5. A satisfactory equivalent combination of education, training and/or experience.
Note: Certification or licensure may be required.
If you wish to apply for this position, please apply online by clicking the "Apply Now" button
NYC Health and Hospitals offers a competitive benefits package that includes:
Applications with resume for posted positions are accepted:
Tuesdays thru Friday 9:00 am to 12:00 pm
NYC Health and Hospitals offers a competitive benefits package that includes:
Vacancy Control Board Number
VCB #: TRM-08142024-29684
Job Description
SUMMARY OF DUTIES AND RESPONSIBILITIES:
The Service Excellence Manager role will serve as an entity-level lead for the ICARE with Kindness initiative, a culture strengthening effort to enhance the organization's overall image and reputation through the adoption of NYC Health + Hospitals' service excellence standards. An incumbent in this position will support end-to-end program design, deployment, and evaluation. The incumbent's primary responsibilities are included and not limited to the below.
QUALIFICATIONS FOR THE JOB: (In addition to the minimum qualifications as per the corporate job description)
Training
Oversee all training deployment activities
Serve as primary training facilitator
Build training capacity through recruitment of champion trainers
Manage training scheduling and attendance reporting system
Promote pledge signing through training and staff engagement events to increase and maintain compliance with ICARE with Kindness initiative
Success measures:
Training compliance goal = 100%
Pledge signing goal = 100%
Quality Assurance
Oversee all quality assurance activities post-training
Conduct "secret shopper" audits for all unionized and non-unionized staff at all organizational levels
Train all secret shoppers, managers and supervisors on quality assurance standard work and practices
Ensure integrity of data collected
Develop and share reports for key-stakeholders
Success measures:
Audit tool compliance = 100% score per completed secret shop
Community Guidelines / Real-Time Service Recovery
Partner with Care Experience, Human Resources, and Patient/Guest Relations stakeholders to de-escalate staff and patient complaints and grievances, and perform real-time service recovery as needed
Facilitate care coordination and appointment access for patients/members in response to relevant service recovery requests
Support social media rating and review management at the entity-level
Success measures:
Reduction in count of complaints and grievances around the themes of staff communication, attitudes and behaviors.
Increase the number of positive comments through all patient and staff feedback channels
Health Plan Liaising / Continuous Improvement
. Partner with health plan stakeholders to identify key areas of improvement from Member CAHPS survey results
Curate and implement improvement projects aimed at enhancing the patient/member experience
Monitor and report on pledge signing compliance, as well as other relevant patient and member experience measures periodically to health plan
Success measures:
Increase in patient experience survey scores across service lines and care settings
Increase in member experience survey scores, as provided by health plans
Any additional success measures identified by health plans
Department Preferences
Knowledge, Skills, Abilities and other Requirements:
Foundational knowledge of healthcare operations; understanding of HIPAA and other regulations designed to protect patient rights and confidentiality
Prior background in the hospitality or related industry (hotels, travel, and tourism) exemplifying leading and best practices in customer service
Experience with facilitating training programs and interventions focused on service excellence
Proficient in Microsoft Office and Adobe suites of programs and applications
Motivated self-starter with strong leadership, change management, planning, organizational and project management skills
Excellent verbal, written, and facilitation skills to communicate with stakeholders at all organizational levels
Ability to act as a change agent supporting organizational culture change and transformation
Adept understanding of business principles, operations and process improvement strategy
Strong interpersonal skills and ability to manage a multitude of activities in a fast-paced environment
Special Equipment/Machines Operated:
PC / MacBook
Printer / Scanner
Teleconferencing / AV equipment
Fax machine
Responsibilities
1. A Master's degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology or Rehabilitation Counseling; and
2. Two (2) years of full-time experience in medically-oriented health care and medical support systems environment, one (1) year of which included experience in an administrative or supervisory capacity in such occupations as physical, occupational, inhalation, speech and audiology therapy or as Medical/Laboratory Technologist, Microbiologist (various specialties), Chemist (biochemist), Radiation and X-Ray Technician; or two (2) years of responsible level experience in business management systems or general administration including one (1) year in a supervisory or administrative capacity; or
3. A Baccalaureate degree from an accredited college or university in disciplines listed in "1" above; and
4. Three (3) years of full-time experience, as described in "2" above, including two (2) years of experience in an administrative or supervisory capacity in occupations, as listed in "2" above; or
5. A satisfactory equivalent combination of education, training and/or experience.
Note: Certification or licensure may be required.
If you wish to apply for this position, please apply online by clicking the "Apply Now" button
NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
Applications with resume for posted positions are accepted:
Tuesdays thru Friday 9:00 am to 12:00 pm
NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
Vacancy Control Board Number
VCB #: TRM-08142024-29684