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Durham, North Carolina
Posted: 29-May-25
Location: Los Angeles, California
Categories:
Internal Number: 147651945
The Service Excellence Consultant Lead 4 supports UCLA Health’s premier CICARE service excellence department for the entire hospital system and ambulatory clinics. The CICARE communication framework aligns with supporting the mission, vision and values of the organization to create a culture of excellence and encouraging teams and leaders to bring their best each day to work. The Service Excellence Department reinforces the importance of practicing CICARE with patients, families and colleagues to help improve the patient, family and employee experience at UCLA Health. This position will embody and demonstrate CICARE at the highest degree of customer service in all settings.
This role will provide supplementary supervision to all or part of the service excellence team. A significant portion of time will be spent leading the team directly and supporting immediate unit needs such as project management oversight, specialty event support and various org-wide initiatives that come up on an ad hoc basis. This role will lead unit operations to ensure compliance with departmental or organizational policies and procedures. A key focus will be supporting and developing current FTEs who report directly to this role as well as continuous improvement for the ongoing success and growth of the service recovery and recognition toolkits as well as CICARE Rounds. 30% of time will be focused on supporting the greater needs of the organization focused on CICARE education and development and other org-wide goals directly related to the work that this person’s supervisor will be focused on.
Salary Range: $102,500 - $227,700 / annually
- Bachelor’s degree.
- 7-10+ years of healthcare administration experiences
- A highly service-oriented attitude and proven flexibility and creativity for solution-oriented results
- Proven ability to manage ambiguity while still executing on deliverables
- Experiences navigating the intersections of clinical care, research, and education within clinical operations.
- Experience establishing multi-disciplinary governance structures to drive organizational change, enable input and feedback, and strengthen professional relationships.
- Strong analytical, problem-solving and systems-level thinking while drawing upon past experiences; crafts innovative solutions in collaboration with other key stakeholders.
- Proven track record of new initiative(s) execution and team adoption
- Proven track record of managing individual team development and career growth
- Proven track record of managing senior level stakeholders for cross functional buy-in
- Proven track record of high-level problem-solving skills on an individual and team-level
- Proven track record of action-oriented management style
- Ability to creatively pivot when problem solving
- Proven track record of full ownership of metric-oriented initiatives
- Gold-standard customer experience mindset and application of customer service methodologies
- Strong working knowledge of healthcare delivery and patient experience
- Strong working knowledge of change management approaches and methodologies and proven track record of various implementation strategies
- Proven experiences with project management, program management, and meeting deadlines with accountability
- Knowledge of data warehouse concepts, data structures and reporting
- Ability to translate business questions and requirements into reports, views, and data visualizations
- Expert level skill in Microsoft Word, Excel, and PowerPoint Visio, Access and Microsoft Project.
- Demonstrated success working collaboratively with administrators, directors, physicians, clinicians, patients and staff
- Possesses ability to creating and maintaining websites, and uses excellent meeting management and mature large scale event planning skills.
- Demonstrated experience with the design of improved experience processes, implementing improved processes, and measuring outcomes
- Knowledge and demonstrated ability in change management
- Expert level written and oral communication skills, including excellent coaching, facilitation and training delivery skills for all audience levels
- Superb customer service presence
- Experience presenting to a variety of audiences (frontline team members through Senior Leaders)
