Market Director of Service Excellence','00323-16776','United States-Kansas-Wichita-Wesley Medical Center','Full-time','Directors & Managers','!*!The Service Excellence Director is passionate about the patient /family experience and committed to the care and improvement of human life. The Director of Service Excellence is responsible for ensuring that our mission, vision, values, and standards of behavior are coached, validated, and demonstrated in the workplace ensuring accelerated and continuous improvement. Additionally, the Director is responsible for Market wide programs, initiatives, training and interventions focused on ensuring that our customers’ experience consistent, seamless, and exceptional care. The Director observes the patient experience environment as well as the behavior of care providers and provides real-time coaching and education. Provides direct feedback to management regarding implementation of process changes to achieve and sustain patient experience best practices. Assists managers and staff with communication and integration of improvement efforts. Identifies resistance and barriers to change; addresses issues appropriately to facilitate and sustain improved patient satisfaction outcomes. ','!*!Licensure/Certification
Current licensure in the State of Kansas as a Registered Professional Nurse (RN), required
Education
Bachelor’s degree required (BSN preferred)
Master’s Degree in a Health related field preferred
Experience
3-5 years minimum experience in coaching, process improvement, leadership, change management, service excellence and/or adult education with demonstrated ability to drive results, required.
Experience with Studer Group evidence based leadership tactics preferred.
Required Knowledge and Skills
Excellent interpersonal and relationship building skills.
Ability to handle difficult conversations and situations constructively; savvy interacting with physicians/executive leadership.
Articulate written and verbal communication, with well-honed consultative skills.
Excellent attention to detail and organizational skills.
Ability to effectively understand business issues and data challenges of the customer.
Demonstrated ability to promote openness to change using both evidence and influence skills.
Exhibit ability to remain positive and persistent in the face of resistance to change.
Demonstrated ability to work both independently and in a team setting.
Demonstrated strength in facilitation and working with diverse workgroups.
Demonstrated strength working proactively within complex team and organizational settings
Ability to function independently using strong time management and organizational skills.
Proficiently utilizes Microsoft Office Programs (Word, Excel, Powerpoint).
Preferred Knowledge and Skills
Knowledge of accreditation/excellence procedures, documentation,compliance','Market Director of Service Excellence
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