Service & Operational Excellence Coordinator

The Service & Operational Experience Coordinator (SOEC) is responsible for facilitating and coordinating key components of the Service High Reliability Organization (HRO) in an ongoing effort to ensure alignment and the achievement of results across all components of the Patient Experience. Key components include, but not limited to leadership/staff development, physician engagement and people engagement. Under the direction of the Chief Nursing Officer (CNO), the SOEC is responsible for consistently leading and modeling the standards of behavior while coaching and onboarding hospital leaders, employees, providers, and contract staff on achieving an optimal patient experience for patients through standardized tools, behaviors, and techniques. The SOEC will serve as the Subject Matter Expert (SME) and point of contact on all matters related to the facility's Patient Experience and HCAHPS performance. The SOEC will serve as an extension of the critical role CNOs must play to achieve consistent, top Service HRO Patient Experience results. This individual is viewed as a strong leader among his/her peers and has earned respect across the organization.
Schedule
Monday - Friday (Occasional Evenings or Weekends.)
Qualifications:
Education/Training: Nursing degree preferred. Bachelor's Degree in other related fields required.
Experience: Minimum of 2 years of clinical/hospital experience required. Leadership experience preferred.
Knowledge, Skills & Abilities: Familiarity with Microsoft Office or Google Suite programs is required. Excellent written and verbal communication skills are required. Ability to interact with diverse physicians, clinical leaders, and other staff members.
Primary Duties and Responsibilities:

• Working with the CNO to ensure that Service & Operational Excellence tactics (Bedside Shift Report, Hourly Rounding and Compassionate Care ) are validated, reported, and actions /timelines are developed and executed as needed.
• Performing observation/validation rounds to verify Service & Operational Excellence "must haves" and provide just-in-time (JIT) training/coaching to providers and staff.
• Provides new employee orientation on the topic of Service & Operational Excellence behaviors and tactics to med staff, nursing and all employees.
• Partnering with the senior leadership team to review patient perception results on hospital, state and national levels; establishing an ongoing plan of action with measurable outcomes. Monitoring and implementing plans with CNO.
• Manages complaints, including social media/reputation.com comments, and facilitates timely service recovery/resolution.
• Managing HCAHPS survey process, data sets and CMS reporting through the Press Ganey Fusion (PGF) analysis tool. Must stay current with all changes and updates.
• Serving as Administrator for PGF, and granting appropriate access to the tool for department leaders (excludes contract personnel) with the goal of keeping the leadership team focused on Patient Experience results through the department or unit level.
• Serving as the Co-chair of the Service & Operational Excellence committee, to include supporting the CNO in the coordination and facilitation of the agenda.
• Coaching and mentoring Unit Directors and staff as appropriate on compulsory/must-have items based on unit results.
• Serves as the co-chair of the Service and Operational Excellence Committee.
• Performs other duties and responsibilities as assigned.