Job Summary

Develops and administers processes and systems to drive excellence in service delivery and overall customer satisfaction. Designs, implements and evaluates hospital-wide strategic initiatives related to patient satisfaction and customer service. Responsible for identifying areas that require customer service enhancements and assesses existing service activities to create a comprehensive, centralized program for the health system.

Qualifications

? BA/BS in clinical, human services or business related field. Masters degree preferred.

? Three to five years experience in one or more of the following fields: customer service, customer satisfaction, employee satisfaction, employee development and training.

? Prior experience in a healthcare setting preferred.

? Provides leadership and addresses key challenges and opportunities.

? Demonstrated success in leading and motivating individuals and groups with a track record of developing people in a service related industry.

? Strong interpersonal skills including the ability to communicate effectively with groups and one-on-one and provide actionable positive and corrective feedback on service related issues.

? Excellent analytical skills, planning and communication skills, and highly-developed influencing skills.

? Demonstrated strategic and creative thinking.

? Ability to challenge and influence the status quo and able to drive change across the organization.

? Exceptional project management skills.

? Ability to solve complex problems, manage conflicts and understand how decisions may impact all areas of the organization.