What are the responsibilities and job description for the Service Excellence Coordinator position at Appalachian Regional Healthcare, Inc.?
Overview
The Service Excellence Coordinator is responsible for developing and implementing a service excellence strategy and initiatives to meet overall organizational goals and generate increased scores throughout the organization. The coordinator will work closely with any service excellence staff throughout the system, such as patient advocates or patient representatives, to deliver a consistent approach to service excellence to our patients, families and co-workers.
Responsibilities
Responsible for planning, directing and implementing the service excellence activities throughout the health system.
Develop and maintain budgets and report any planned or incidental deviation from the budget
Responsible for tracking patient satisfaction scores, developing and implementing programs to drive service excellence.
Responsible for monitoring trends in the public reporting for patient satisfaction data.
Develop monitoring systems to measure the success of service excellence initiatives, reporting the results to Director of Marketing and Service Excellence so decisions can be made to modify, abort, or create new programs.
Develop and maintain contents of ARH Intranet and Internet site, as related to service excellence.
Travel required with occasional nights and weekend responsibilities.
Perform other duties as assigned.
Qualifications
Bachelor’s degree from an accredited college in marketing, communications, health administration or business preferred. Candidate must have a minimum of 5 years of service excellence or marketing experience. Minimum of 5 years of healthcare experience.
Position requires a high level of flexibility, autonomy, accountability and individual initiative.
Must possess proven excellent verbal and written communications skills.