Provides leadership and oversight with system and entity leaders and their teams to support the deployment of patient experience goals and initiatives. Responsibilities include, but are not limited to, participating in the development and deployment of patient experience strategies ensuring a consistent experience across the system. Works closely with hospital and entity leadership teams to identify, prioritize, plan, and oversee improvement efforts.
+ Minimum of 5 years demonstrated experience in areas of service excellence or customer relations in a hospital or health system. Master's Degree in business, hospitality, health care administration or related discipline preferred. RN or Clinical Affiliation preferred.
+ Minimum of 3 years coaching / consulting experience.
+ Proficiency in statistical and non-statistical data analysis and the interpretation of customer satisfaction/experience data. Experience working with Press Ganey preferred.
+ Experience effectively coaching, influencing, collaborating and consulting with individuals at all organizational levels.
+ Ability to discuss sensitive issues with senior management with tact, maintaining an atmosphere that is respectful yet constructive.
+ Ability to rapidly identify and define problems, collect and analyze data, establish root cause, and implement optimal solutions.
+ Knowledge of and experience with continuous process improvement methodologies and tools.
+ Must possess the ability to inspire and motivate others to promote the mission, vision, values and goals of Baptist Memorial Health Care.
Department Name: HS HRD Admin
External Company Name: Baptist Memorial Health Care Corporation
External Company URL: http://www.baptistonline.org
Street: 350 NORTH HUMPHREYS BLVD