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Service Excellence Program Coordinator

Company: Crystal Run Healthcare LLP
Location: Middletown
Posted on: March 8, 2023

Job Description:

The Service Excellence Program Coordinator is dedicated to improving the patient experience at CRHC and ensuring that concerns related to our individual patients' experience are addressed. The Service Excellence Program Coordinator addresses these concerns directly and/or delegates them to the appropriate departments for assistance and closure. In addition, the Service Excellence Program Coordinator aggregates, tracks and trends patients' concerns received from multiple sources. In doing so, the Service Excellence Program Coordinator helps to champion the organization's Mission, Vision and Core Values.Essential Duties and Responsibilities

  • Receive and respond to patient concerns as they are received from multiple sources including but not limited to Issuetrak, Patient Experience emails, Phreesia, Patient Satisfaction Surveys, social media accounts as well as direct contact with patients via email and phone.
  • Contacts patients directly to address concerns and provide service recovery. Uses healthcare experience and sound judgement to resolve patient experience issues efficiently and effectively. Handles difficult situations and people with tact, professionalism and H.E.A.R.T. Demonstrates good judgment in de-escalating difficult situations.
  • As needed, directs patient concerns to the appropriate department and ensures that patient concerns have been addressed. Uses healthcare experience and sound judgement to resolve patient experience issues efficiently and effectively.
  • Escalates patient concerns to supervisor and/or director as needed.
  • Data Collection:
  • Aggregates, tracks and trends issues from the multiple sources to identify themes and performance improvement initiatives.
  • Reports this information to internal audiences which includes but not limited to Executive Team, Service Council, Medical Homes, Quality and Patient Safety Committee, Division Leaders, Nursing and Operations Leaders.
  • Supports the organization's Patient Satisfaction survey efforts. This includes but is not limited to responding to patients, collecting and reporting data and as well as providing education to staff at sites throughout the organization; and other duties as outlined by supervisor.
  • Work with Clinical and Operation Leaders to:
  • Identify themes and improvement opportunities
  • Coordinate Service Excellence education (1:1 or in team settings) for the organization;
  • Attends monthly Medical Home meetings as a Service Excellence champion to present patient feedback, Service Excellence education and motivational stories to the medical home staff.
  • Administrative Support:
  • Additional duties include maintaining Service Excellence information on the intranet and CRHC external site
  • Provide administrative support for Service Council meetings, including but not limited to: completing and distributing agenda, minutes and supporting documents, follow-up on open agenda items in preparation for reporting back to committee
  • Manages the ordering of and distribution of service recovery cards for all sites;.
  • Program Development:
  • Leads by example; is a role model for Service Excellence.
  • Collects Patient Experience best practices from internal & external sources to share with management and the organization.
  • Works with manager to develop curriculum & case studies for Service Excellence education.
  • Partners with managers and supervisors of departments to offer Service Excellence education in 1:1 or in team settings.Qualifications
    • Bachelor's Degree Preferred
    • 5-7 years of Healthcare Management and/or Customer Service relations
    • Excellent communication and presentation skills, both oral and written.
    • Strong critical thinking and strategic thinking skills to provide guidance and resources in the achievement of Service Excellence goals.
    • Excellent interpersonal skills with the ability to interact effectively with a variety of stakeholders( i.e. front desk staff, Senior Management, Managers, clinical staff, providers.
    • Excellent organizational and project management skills.
    • Able to manage multiple projects and meet multiple deadlines
    • Ability to develop and maintain high level of expertise in concepts, practice and evolution of Service Excellence by serving as a trusted subject matter expert and change agent.
    • Strong computer literacy i.e. Word, PowerPoint, Excel, Adobe Reader.Physical Requirements:
      • Must be able to move intermittently throughout the work day.
      • Must function independently, have flexibility, personal integrity, and the ability to work effectively with patients, staff, physicians and support agencies.
      • Must demonstrate emotional stability to cope with the mental stress of the position.
      • Works in well-lighted/ventilated office areas
      • -Sitting/moving intermittently during working hours
      • -Subject to frequent interruptions
      • -May be subjected to infectious diseases, substances, etc.
      • -Willingness to work beyond normal working hours when necessary
      • -Attend and participate in continuing education programsSuccess Criteria
        • Accountability- Takes responsibility for outcomes of personal actions, decisions, and behaviors. Provides consistent, timely, high quality work. Completes work by established time lines and routinely uses time effectively. Meets annual mandatory education and employee health requirements in the time frame prescribed. Is punctual, observes prescribed work hours and meal periods and has an acceptable overall attendance record. Adheres to safety guidelines and reports environmental issues to Facilities.
        • Adaptability- Accepts and effectively adapts to changes in position, department and organization. Responds to change positively with a genuine desire to support the organization and accepting work assignment adjustments as needed.
        • Communication- Communicates clearly and effectively both orally and written. Demonstrates active listening and respect for other's ideas, problems, and suggestions. Responds in a prompt and friendly manner to requests and inquiries. Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patients, employees and the organization. Utilizes C.L.E.A.R. and H.E.A.R.T.
        • Computer Literacy- Uses computers and software relevant to position effectively and efficiently in the working environment.
        • Customer/Patient Focus- Knows the customer (internal and external) business needs and acts accordingly. Provides consistent, quality service to all patients and customers.
        • Job Knowledge/Technical Skill- Effectively performs essential job functions on a consistent basis. Demonstrates the practical and technical skills and knowledge required for the job. Demonstrates initiative consistent with job expectations to improve performance.
        • Professionalism- Takes pride in presenting a professional image and behavior. Maintains professional appearance by adhering to dress code and wearing identification badge. Acts in accordance with the Core Values.
        • Teamwork/Cooperation- Creates a positive work environment and influences the behavior of other employees by their supportive and positive approach to daily activities within the work environment. Assists coworkers in response to fluctuations in workloads. Maintains positive work relationships by being courteous and respectful. Builds trust and works with integrity. Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.

Keywords: Crystal Run Healthcare LLP, Middletown , Service Excellence Program Coordinator, Other , Middletown, Connecticut

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