JOB SUMMARY: The Service Excellence Coach serves as an advisory resource and subject matter expert on patient experience improvement. Acts as a point of contact for service line leadership and responds to patient experience inquiries related to measures, support, and interventions. Responsibilities include partnering with Patient Experience Director and Manager to drive and foster a culture of service excellence while standardizing, monitoring, measuring, and improving the care experience throughout the hospital. The Service Excellence Coach works with service line leadership to establish standards for patient and customer contact by partnering on department-based projects and providing operational support to various teams within the hospital. They will work with service line leadership to identify opportunities to improve patient interactions, care experience, staff engagement and hospital-wide patient perception metrics. This position can be shifted to areas with the highest demand.
ESSENTIAL FUNCTIONS
REQUIREMENTS: Basic professional knowledge; equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field Education/Knowledge: Experience: 3-5 years Education Discipline: Nursing, public health, health administration, business, or a related field. A Master’s degree is preferred. Experience: 3-5 years.
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Brand Management Skill
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Service Excellence / Performance Improvement Coach
LifeBridge Health, Baltimore, MD
Sr Performance Improvement / Service Excellence Coach
LifeBridge Health, Baltimore, MD