Under the direction of the Director of Service Excellence, the Service Excellence Program Manager applies professional interpretation of clinical data and assessments to formulate a comprehensive patient experience service plan. They will work alongside various care teams and departments across Inspira to support understanding of patient experience feedback and metrics obtained from patient and family surveys and reporting. Working with the Director, the manager will be responsible for creating and executing initiatives to continually support service excellence strategy. This is an educational and strategic role that will include design, development, and coordination of Service Excellence training, best practices, and data review with all levels in the organization. The Service Excellence Program Manager will provide hands-on subject matter expertise and consultation to physicians, nursing, other clinicians and staff. They will act as a consultant and/or front-line facilitator for different projects, committees, and/or departments to increase provider and staff engagement and communication to support the patient, family, and Inspira community experience.
Project management for performance excellence initiatives

• Demonstrates leadership qualities with the ability to persuade, negotiate, motivate, coach, teach and facilitate individuals and groups on reaching the objectives of Inspira Health strategic vision and goals.
• Collaborates with providers of care at all levels across the network (hospitals, health centers, and ambulatory) to ensure consistency with interpretation of metrics with specific correlation to the area.
• Facilitates projects to assist in continual improvement of the overall patient experience.
• Champions performance improvement initiatives through presentation of metrics and feedback and active participation in various committees and department meetings.
• Provides an open environment and promotes teamwork. Acts as a catalyst to remove organizational barriers.
• 5 years relevant experience, preferably in education/training support, performance improvement and/or project management required.
• Knowledge of clinical patient care workflows, both inpatient and outpatient setting preferred.
• Must have exceptional interpersonal, presentation, and problem-solving skills.
• Excellent leadership and interpersonal skills.
• Ability to analyze statistical and financial data.
• Strong verbal and written communication skills
• Strong group facilitation skills and comfortable presenting data.
• Experience with training and education preferred.
• Data abstraction with the ability to analyze and interpret patient experience and engagement data is required.
• Previous experience with Cerner Millennium and/or Soarian Financials preferred.
• This position will also require mid-level proficiency with Microsoft Office, specifically Excel and PowerPoint.
• Ability to handle potentially adversarial situations with composure and diplomacy, good follow-through ability. Ability to work with individual teams to improve the patient's experience for their service and/or area.

Innovation: thinking differently than the status quo to explore opportunities that provide a competitive advantage.
Bachelor's degree in health care science, Education, Communication, English, Behavioral Sciences or Business from an accredited college/university Required. Master's degree in health-Related field, Education, or Business from an accredited college/university preferred.
Licensed in New Jersey in healthcare related field preferred.

At Inspira Health, you’ll join with the area’s most dedicated and distinguished team to bring quality and compassionate care to our communities. We focus on clinical excellence, providing evidence-based care to help each patient achieve the best possible outcome. The scope and depth of our network can open many doors for your learning and career growth.

Our charitable nonprofit health care organization serves communities across southern New Jersey. The network, which traces its roots to 1899, comprises three hospitals, a comprehensive cancer center, sleep medicine, cardiac testing, digestive health and wound care, urgent care, imaging and rehabilitation, and primary and specialty physician practices in Gloucester, Cumberland, Salem and Camden counties.

Inspira is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, age, marital status, affectional or sexual orientation, familial status, disability, liability for service in the Armed Forces of the United States, nationality, sex, gender identity or expression.