Director of Service Excellence - HCA Healthcare

Description

Introduction

Last year alone, HCA Healthcare colleagues invested over 156,000 hours impacting our communities. As a Director of Service Excellence with TriStar Summit Medical Center, you can be a manager in an organization that is devoted to giving!

Benefits

TriStar Summit Medical Center, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Come join our team as a Director of Service Excellence. We care for our communities and employees! HCA Hope Fund in fourteen years reached a historic milestone: $50 million in help to our colleagues in need. Last year, HCA Healthcare and our colleagues donated $13.8 million dollars to charitable organizations. Apply Today!

Job Summary and Qualifications

The Director of Service Excellence serves as the stakeholder champion from setting the service culture for the organization to improvement of satisfaction results across all customer groups in the Medical Center. The Stakeholder champion manages data sets and reports related to customer satisfaction. These functions include: planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer satisfaction and related projects. Responsible for planning, organizing, coordinating and directing all functions of the department(s) in order to meet the stated mission, vision and values. It is expected that the Director will effectively operate the department, continue the improvement of the department's processes and outcomes, comply with hospital and corporate policy and procedures, efficiently manage finances and resources, promote teamwork and customer satisfaction, and integrate the department services into the organization's overall plan for the delivery of care and service.

What you will do in this role:

• You will coordinate and monitor patient care processes after hours and weekends to ensure quality patient outcomes. 
• You will handle coordination/integration of department services with the hospital’s primary function. 
• Your role coordinates the satisfaction survey distribution process, including regular monitoring of sampling methodology, relevance of survey questions and return rate. 
• Your role analyzes results of patient satisfaction survey data and report findings in the form of formal oral and written presentations to the senior medical center leaders, departmental managers/directors and other end users. 
• You will maintain accountability for compliance with external agency requirements related to patient satisfaction, including CMS HCAHPS survey requirements. 
• Your role demonstrates a high level of familiarity with existing survey instruments in use throughout the Medical Center and fit of each with organizational priorities. 
• Your role evaluates additional survey instruments, as needed, in support of organizational priorities. If need for additional survey is identified, you will lead implementation of survey through facilitation of multi-disciplinary teams. Leads Community teams to solicit feedback on customer needs.
• You will train and educate managers and staff on use of satisfaction survey reporting system.
• Your role provides consultation to improve patient satisfaction results.
• You role assumes accountability for promoting consistent, positive patient interactions that advance the agenda of unparalleled patient service. 
• You will maintain a patient-first philosophy and engage in service recovery when necessary. 
• Your role supports the development and implementation of strategies to elevate the patient experience. 
• Your role accepts accountability and responsibility as an administrative officer, thus ensuring the efficient functioning of the hospital.
• Your role collaborates with and actively coaches senior leadership and department managers to develop and implement strategies to improve survey findings. 
• You will champion development and implementation of patient satisfaction initiatives and monitors effectiveness by carefully analyzing patient satisfaction survey results for cause and effect. 
• You will function as an expert to provide consultative and/or benchmarking services to internal customers so as to sustain their continuous participation in the internal patient satisfaction improvement initiatives. 
• Your role manages and leads an interdisciplinary Service Excellence Steering Committee by setting clear goals and expectations and tracking progress of the same. As chairperson, duties include: set agenda, ensure documentation of meeting discussion, coordinate meeting materials, structure and facilitate discussion. 
• You will manage hospital-wide service recovery process including distribution of recovery materials, collection of usage forms, and tracking of usage and budget for same. 
• Your role champions institution-wide patient satisfaction awareness. 
  

What qualifications you will need:

• Bachelor’s Degree required; Master’s Degree highly preferred 
• 5 years healthcare management & customer relations experience
• Patient Experience background preferred
• Leadership background preferred 
• RN Licensure preferred

TriStar Summit is a 200 bed comprehensive facility. We serve Davidson, Wilson and surrounding counties. We include a Level III Trauma Center. We offer a full array of acute care services. These include cardiology, oncology, orthopaedics/spine, rehabilitation and women’s services. We are an Accredited Chest Pain Center with PCI. We are a Primary Stroke Center. TriStar Summit is a leading provider of emergency heart and stroke care.

"The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

Become a manager with an organization that invests in your career while giving to the community. We are seeking distinguished applicants for our Director of Service Excellence opening. Help HCA Healthcare create healthier tomorrows for patients and communities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.