Service Excellence Manager

Today, Jefferson Health and its network of hospitals and physician practices serve patients throughout the Delaware Valley. We have a robust network of 18 hospitals, 3500 physicians, 9600 nurses, 3,876 licensed beds, and physician practices throughout the counties of:

• Bucks
• Camden
• Gloucester
• Montgomery
• Philadelphia

We are Philadelphia#39;s second largest employer, and nationally ranked by US News amp; World Report in seven specialties including #2 Ophthalmology (Wills Eye), #9 Rehabilitation (MossRehab), #10 in Orthopedics (Rothman Orthopaedics at Jefferson Health, Philadelphia Hand to Shoulder Center, 3B Orthopedics, the Abington Orthopedic amp; Spine). Whether yoursquo;re in the city or the suburbs, Jefferson Health provides the exceptional care you expect ndash; close to home or work ndash; through our broad family of primary care physicians and specialists. Jefferson Health is home to nationally ranked experts who provide a personalized care plan for you. Sidney Kimmel Cancer Center ndash; Jefferson Health is one of only 70 NCI-designated cancer centers in the country. With more than 30,000 employees, we are the largest health system in the Philadelphia region by total licensed beds. And our work to improve lives is never done.

In keeping with Jefferson#39;s Mission, We Improve Lives, it is our goal to recruit, retain, develop and reward highly-qualified employees. If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson. Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education.

Culture

We are a creative and collaborative team dedicated to outstanding professional work on behalf of our patients. Our goal is to meet our patients#39; needs and help them advocate for themselves and their family members. We believe our place in the community is as a healer, an activist, and a trusted friend. We perform our duties with empathy and compassion as we serve the needs of the underserved population of North Philadelphia. While we do have an academic component to our work, we strive to be community doctors who take pride in serving others. Join us...make a difference.

EN3416

Job Summary
Responsible for optimizing the patientrsquo;s care experience (as well as caregivers) when utilizing services through real-time identification and resolution of care concerns and grievances. This proactive resolution is conducted with strong collaboration with key stakeholders (consumers, staff, leadership, providers, etc.) aligned to federal and state regulations (signage) as well as organizational policies using communication tools including iRound Press Ganey, On point, and the Patient Advocacy Hotline. This position will oversee the organizationrsquo;s patient complaint and grievance management processes, active engagement and support is dedicated to key organizational programs to improve the patient experience including Empower You Program, employee development/learnings, Volunteer Program oversight, management of loss belongings, language interpretative services, Patient Advisory and Family Council. The Service Excellence Manager works with and collaborates with all members of the Patient Experience and Guest Services Team.

Essential Functions

bull; Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

bull; Meets all of Jefferson#39;s Mission, Vision, and Values standards when interacting with patients, caregivers, staff, providers, and leaders.

bull; Proactively collaborates, coordinates, and integrates with hospital, outpatient, and surgical services leadership and initiatives to support the real-time experience of patients, families, and healthcare consumers including the complaint and grievance resolution processes.

bull; Partners with the leadership and the Patient Experience Manager of their designated campus, units, departments, or patient populations to support the implementation of leadership behaviors, service recovery, use of Voice of the Customer (VOC) data, and related improvement projects.

bull; Consistent with standard work for the position, regularly rounds on patients, families, caregivers, and staff in the assigned campus, unit, department, or patient population to strengthen relationships, gather input, and identify opportunities for service recovery and process improvement.

bull; Coach leaders and staff in their designated campus, units, departments, or patient population on behaviors and skills related to high reliability, patient-centered care, service communication, recovery model application, etc.

bull; Leads/guides the organization to see the integrated nature of the patient experience and clinical excellence. Ensures accountability at the department level with senior leaders, modeling a commitment to the patient experience. Coaches and supports leaders and colleagues in improving results.

bull; Document and take appropriate action on key patient experience feedback, complaints, grievances, and compliments using and not limited to iRound and the Onpoint System consistent with CMS conditions of participation.

bull; Perform in-the-moment service recovery of patients and families and support and serve as a backup to the Patient Experience Manager. Able to flex hours to provide training and coaching for staff working night and weekend shifts and change designated locations due to regional needs.

bull; Able to flex hours to provide some training and coaching for staff working night and weekend shifts and also change designated locations due to regional needs.

bull; Onboard, educate and be responsible for volunteer services including clerical.

bull; Performs duties as assigned.

Competencies (Knowledge, Skills, and Abilities Required):
Solid understanding of health care standards, technologies, practices and a strong system thinker, planner and problem solver. Experienced with and strong understanding of CMS, and other regulatory governing bodies. Ability to deescalate issues and concerns and organize and present data in a concise and easily understood manner. Educator and communicator who is trustworthy and willing to share information and serve as a mentor. Proven strong interpersonal skills. Builds positive working relationships at all levels of the organization. Ability to effect collaborative alliances and promote teamwork. Proficiency with computer programs including, but not limited to: MS Office and clinical, hospital-based information systems.

Minimum Education and Experience Requirements:
Education:

Bachelors Degree
AND
Experience:

5+ years of progressively more responsibilities related work experience in an organization of similar size and scope.

Minimum Certifications, Registration or License Requirements:

Certificate of Patient Experience or Certificate of Patient Advocacy preferred

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jeffersonrsquo;s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

About Jefferson

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow#39;s professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educashy;tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.