Director Service Excellence Jobs in Michigan (NOW HIRING)

Position Summary: The director is responsible for establishing and directing the overall mission, vision and values of the assigned Physical Medicine and Rehabilitation (PMR) services. This includes overseeing administrative, financial, compliance, quality improvement, customer satisfaction, and program development in accordance with established policies and standards. Areas of responsibility can include physical therapy, occupational therapy, recreation therapy, speech-language pathology, inpatient rehabilitation, outpatient services and other assigned specialty areas. The director shall work in coordination with McLaren Health Care subsidiary leadership to achieve health system goals and objectives and represent the service line to physicians, administrators, community/government leaders, professional peers, and the public as needed. Inpatient rehabilitation responsibilities will include nursing, therapy services, PPS, liaisons and a dyad partnership with Chief Medical Director. This position will have reporting to the Vice President of Operations for Hospital Based Services for MMG.

• 1. Develops and implements a PMR service line organization plan to ensure that services provided are the best value in health care as defined by quality outcomes and cost.
• 2. Demonstrates understanding and competence in all areas of Evidence-Based Leadership including leader rounding, thank you notes, stoplight reports, 30/90 day conversations, leadership development institutes, linkage grids, skills validation, AIDET and High-Middle-Low conversations.
• 3. Develops, interprets and administers service line policies, procedures, protocols, rules, regulations, and instructions.
• 4. Plans and administers directly or through manager/supervisor personnel, the effective management and delivery of PMR services in accordance with all hospital, system and regulatory agency standards.
• 5. Promotes a positive engaging work environment for Directors and Managers, students, and patients. Mentors or coaches direct reports to ensure a patient-centered approach.
• 6. Ensures that Directors and Managers have the processes, systems, tools, and equipment needed to perform job functions.
• 7. Develops capital and operating budgets in order to meet agreed-upon service line goals and objectives. Implements appropriate methods to monitor adherence to budgets and resolve variances.
• 8. Seeks to improve quality of services by developing hospital based QAPI initiatives and competencies within scope of practice.
• 9. Models a culture of customer service excellence, as evidenced by patient satisfaction, employee satisfaction, and physician satisfaction results.
• 10. Selects, develops, trains, disciplines, and evaluates staff on performance and competency.
• 11. Responsible for overseeing new program development within the field of PMR services and marketing to meet needs of the patient/community and physicians.
• 12. Responsible for knowledge and expertise of current standards of practice and emerging practice developments in the rehabilitative field.
• 13. Serves as resource for resolving complex problems and investigating and recommending corrective actions in response to incident reports and/or patient complaints.
• 14. Collaborates with other hospital administrators and department leaders to promote cooperation and efficiency in striving to improve the overall patient care experience.
• 15. Represents PMR while serving on multiple hospital committees working together as a team to improve processes.
• 16. Performs other related duties as required and directed.

• Bachelor’s degree in Health Care Administration, Business Administration or related field.
• Masters degree or must complete Master’s Degree in Health Care Administration, Business Administration or related field within 18 months of starting position.
• Minimum of five (5) years of progressive leadership experience in hospital, health system, or healthcare consulting environments..

• Executive-level experience leading integrated Physical Medicine and Rehabilitation service lines across multi-hospital systems.
• Experience working in a dyad leadership model with physician executives.
• Demonstrated success in system integration, service-line growth, and physician alignment.

• Schedule: Full-time
• Requisition ID: 26004851
• Daily Work Times: 8:00am-5:00pm
• On Call: No

McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status, national origin, disability, genetic information, height or weight, protected veteran or other classification protected by law.

McLaren Health Care is an Equal Opportunity Employer. Qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sexual orientation, gender identification, age, sex, marital status,national origin, disability, genetic information, height or weight, protected veteran or other classificationprotected by law.