Service Excellence Manager

2 weeks ago

St Petersburg, United States Johns Hopkins Medicine Full time

What Awaits You?

• Career growth and development

• Diverse and collaborative working environment

• Affordable and comprehensive benefits package

Johns Hopkins All Children's Hospital is a premiere clinical and academic health system, providing expert pediatric care for infants, children and teens with some of the most challenging medical problems. Ranked in multiple specialties by U.S. News & World Report, we provide access to innovative treatments and therapies. With more than half of the 259 beds in our teaching hospital devoted to intensive care level services, we are the regional pediatric referral center for Florida's west coast. Physicians and community hospitals count on us to care for critically ill patients and perform complex surgical procedures.

POSITION SUMMARY:

Under the direction of the Director of Patient and Family Centered Care, the Service Excellence Manager collaborates with Institute Directors/Medical leadership, Nursing and Patient Care Services Leaders, Ambulatory, Pediatric Family Advisory Councils and Administrative leaders across the organization to design and implement service-related programs to enhance the emotional and physical experience for patients, families and staff across the continuum. Provides leadership and oversight to the Patient/family relations team, ensuring timely resolution and compliance with all regulatory requirements. Service Excellence Manager will have superior analytical, communication and conflict resolution skills and serve as an expert in Patient and Family Centered Care. Collaborates with leadership to ensure alignment with strategic plans, patient experience /service excellence, and Quality and Patient Safety initiatives. Spearheads the development and implementation of customer service projects and oversees data analysis, reporting, and process improvement initiatives working with the departments and staff to improve the patient and or family's perception of the care they receive.

QUALIFICATIONS:

  • Bachelor's degree in healthcare administration, nursing or allied health or related healthcare field
  • Master's degree preferred
  • 5 years' experience in healthcare with working knowledge of the principles and theories of health care delivery, operations and hospital management; experience in planning, fiscal management, and demonstrated outcome success; experience working with pediatric and or CAHPS patient satisfaction surveys
  • 3 years supervisory experience with progressive responsibility
  • Certification as a Certified Patient Experience Professional or successful completion of the Certificate of Patient Experience Leadership Body of Knowledge program within 24 months of hire
  • Certification or license in discipline
  • Demonstrated skill in organizational management techniques, methods, theories, and principles
  • Excellent communication skills including a high degree of professionalism and personal presence; ability to maintain effective working relationships with patients, patient's families, medical staff, supervisors, other hospital employees and the public
  • Knowledge of and comfort with participatory management approaches with multiple levels of management and staff
  • Demonstrates and is knowledgeable of best practices related to patient experience
  • Current Florida driver's license with clean driving record

Important Notices:

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your occupational health screening. Exceptions to the COVID-19 vaccination requirement may be granted to individuals for religious beliefs or medical reasons by following the proper protocols. Effective 6/1/23, employees at Johns Hopkins All Children's Hospital, its affiliate locations and Florida State Residents are not required to obtain the COVID-19 vaccine. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities. We encourage you to explore our current opportunities.

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position.

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