The Director of Service Excellence will be responsible for directing corporate activities and services surrounding Service Excellence and the Patient Experience. This position serves as the content expert in the field of patient experience and is responsible for the planning, development and implementation of all aspects of the patient experience. This includes direction, supervision and integration of the patient experience efforts and initiatives, all patient satisfaction initiatives, oversight and evaluation throughout Dean Medical Group (DMG). Primary areas of focus for this include report development and distribution, data analysis and interpretation, providing direction and oversight in the development and maintenance of comprehensive service excellence programs and services in an organized, effective innovative and cost effective manner. Strong emphasis is given to formulation of objectives to address identified opportunities for improvement of services and/or process impacting customers. Further included is the strategy development, implementation and coaching of care delivery teams in service best practices across Dean Medical Group locations. This position will work with operational leaders, clinicians and all clinical staff to create an environment that supports best practice in the area of service excellence to reach the highest levels of patient satisfaction through the use of proven tactics and innovative approaches. This position develops and deploys support tools for physicians, advanced practitioners, patient care staff and business line staff and ensures they are effectively used on an operational basis. In collaboration with executive leadership, this position will determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives for all areas of responsibility.
The Director of Service Excellence is also responsible for the development, oversight, management and direction of Dean Clinic's program to resolve patient concerns and difficult patient situations and for the development of standards to train and coach physicians, advanced practitioners, clinical and business staff in proper complaint resolution techniques. This position is responsible for the timely adjudication of all patient complaints for all of the Dean Clinic locations and will be the primary point of contact for organization wide resolution of difficult and sensitive patient issues and escalated concerns, working closely with top leadership and the Risk Management and Legal departments.
In addition, this position collaborates and assists the SSM entities, such as St. Mary's Hospital – Madison (SMH), St. Mary's Hospital – Janesville (SMJH), Dean Health Plan (DHP) and corporate in St. Louis to bring difficult patient situations to resolution.
Bachelor's degree with study in consumer science, business, economics, psychology/sociology or related field.
Seven to ten years of experience in managing programs, program development and complaint resolution work.
Demonstrated experience directing patient experience in a complex organization with multiple locations.
Demonstrated experience in customer service, service recovery and quality improvement practices.
Demonstrated leadership, facilitation, coaching and presentation skills and the ability to communicate effectively orally and in writing with individuals at all levels of the organization.
Demonstrated decision making and problem solving ability.
Proven track record of effective advocacy for customers/clients.
Demonstrated ability to effectively teach individuals and group concepts associated with advocacy/complaint resolution program principles.
Excellent organizational skills with strong interpersonal communication and collaboration skills.
Demonstrated experience with CGCHAPS (Clinician and Group Consumer Assessment of Health care Providers and Systems) patient satisfaction surveying and other similar surveying techniques.
Ability to develop tools and program points for an organizational effort on patient experience.
Knowledge of healthcare (clinical and/or business) terminology/functions.
Knowledge of patient satisfaction measurement tools used in healthcare.
Experience in working with multi-cultural/multi-lingual customers.
Essential Physical Functions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to sit for extended periods while performing various tasks.
- Ability to continuously see fine print and to use the computer.
- Ability to continuously perform fine motor tasks, such as computer, calculator, writing or phone tasks.
- Ability to hear and converse on the phone and in person.
- Ability to safely drive a personal vehicle on a weekly basis and comply with the Company's Fleet/Driver Safety Program.
- Ability to safely lift or push/pull lightweight boxes or equipment weighing up to 20 pounds.
Develop processes and procedures for resolution of patient concerns (i.e., billing, operations, patient care, etc.).
Oversee resolution process with cross functional teams which may include providing patient perspective on services experience; coaching appropriate personnel; communicating directly with patients and collaborating with system partners for resolution.
Actively share knowledge and experience regarding patient concern resolution with other members of DMG staff.
Track and trend patient concern data to identify systematic issues that affect patient experience.
Collaborate across entities to develop integrated approaches for resolving patient concerns and improving processes.
Develop and plan service initiatives that support reaching the highest possible service experience for Dean Clinic patients.
Develop and implement service initiatives across Dean Medical Group locations.
Develop and maintain service initiatives such as Shadow/Coaching Program, Provider Mentorship Program, and Customer Services training for new frontline and patient care staff and Customer Service Workshops.
Monitor results of service initiatives and making any necessary adjustments to ensure the patient experience supports the Mission and Vision of Dean Medical Group.
Work with vendor(s) of patient satisfaction surveys to ensure Dean Medical Group is utilizing appropriate tools for measuring patient satisfaction for different lines of service.
Work with vendor(s) of patient satisfaction to ensure accurate data extraction for survey distribution and maintaining accurate, up to data clinic and provider lists.
Work with public reporting agencies such as WCHQ and CMS on submission of service data.
Monitor patient satisfaction data and use data to identify service best practices and areas of opportunity to focus efforts on.
Understand national and local patient satisfaction data and benchmarking.
Understand and communicate market trends that affect patient experience public reporting and reimbursement.
Facilitate improvement efforts and or teams to achieve facility goals in Press Ganey patient satisfaction results.
Provider data coordination with Press Ganey regarding downloads, patient coding and all other issues regarding patient surveys.
Analyze data and provider direction for trending and improvements.
Serve as consultant to all units/departments measured by Press Ganey patient satisfaction surveys.
Provide leadership, resources, research and tools for management team, councils, etc.
- Oversight and management of service excellence staff.
- Lead and serve on projects and committees related to changes that affect patient experience.
- Prepare and maintain departmental operating budget.
- Serve on corporate committees, being a liaison for service excellence initiatives and appropriate areas of the organization.
- Coach staff and provider care delivery teams in the best practice of service excellence.