The Service Excellence Director works across Renown Health as a member of the Leadership team to coordinate projects with various levels of leadership and staff. The goal is to create Raving Fans of our patients and other customer groups.
The primary responsibility of this position is to focus on organizational performance effectiveness in the areas of customer satisfaction and service excellence. This includes:
Meet or exceed Board level annual goals for patient satisfaction performance for hospitals (HCAPHS) and medical practices (CG-CAHPS), works with counterparts in clinical areas, including Quality, Risk, Compliance, Nursing, Medical Staff as well as Hometown Health, Renown’s health plan on same. Professional Research Consultants is patient satisfaction, outbound phone call vendor.
Direct patient satisfaction efforts for Renown Health. Provide additional data, key drivers, reporting, best practice interventions, consultation, monitoring and coaching to leaders and staff to enhance performance, alignment, consistency, and continuity in achieving system-wide goal.
Direct Complaints and Grievances function for Renown Health. Oversee Service Recovery process. Oversee ADA and Civil Rights issues.
Direct Translations & Interpretations function for Renown Health patients and providers.
Oversee and serve as staff to Patient & Family Advisory Council/s.
Aggregate patient feedback from social media, surveys, focus groups, staff and other areas, to provide a quarterly list of “What Patients Want Fixed.” Work with others to engage patients, providers and others to resolve issues, communicate, coach and hard-wire across organization to constantly improve improve performance and effectiveness.
Oversee building the ideal patient/customer experience through Journey Mapping and engaging customers and teams.
Direct Loyalty Programs to attract market segments (women, older adults, etc.), as well as programs and events to meet or exceed goals.
Serve as manager to: 2 FTE Patient Experience Specialists, 1 FTE Market Data Analyst, 1 Manager Interpretations/Translations and part-time translators, 1 FTE Loyalty Programs (older adults). Serve as leader in division with Marketing & Communications and Community Impact/Benefits.
Bachelor's Degree in Healthcare-related field, Business Administration, Organizational Psychology, Human Resources or related field required, Master's Degree preferred.
Must have working-level knowledge of English language, including reading, writing and speaking English. Spanish fluency preferred.
Minimum five years experience in healthcare or service industry.
Proficiency with Microsoft Office Professional, Excel and Microsoft Project. Must be
proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and
Word and have the ability to use the computer to complete online learning
requirements for job-specific competencies, access online forms and policies, complete
online benefits enrollment, etc.
Internal Number: 159122
About Renown Health, in beautiful Reno/Tahoe, NV
Renown Health is the region’s largest, locally governed, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. With a diverse workforce of more than 7,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. The organization comprises a trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and urgent care network, and the region’s largest, locally owned not-for-profit insurance company, Hometown Health. Clinical institutes include; Cancer, Heart and Vascular Heath and Neurosciences. Renown is currently enrolling participants in the world’s largest community-based genetic population health study, the Healthy Nevada Project®. For more information, visit renown.org.