Job SummaryOversee, plan, direct and coordinate all activities of Service Excellence. These areas may include but not limited to: Patient and Visitor Relations, Guest Services, Interpreter Services, Volunteer Services, and Patient Family Advisory Councel. Additionally, this role will provide leadership to entity specific Service Excellence programs such as Arts and Healing and Project Search.
Location:
Duke Raleigh Hospital, a Campus of Duke University Hospital
3400 Wake Forest Rd. Raleigh, NC 27609
Hours of Operation:
Full-Time, Monday - Friday, weekends and off shift schedules may occur.
Work Performed- Develop and execute the strategic leadership plan for Service Excellence across the organization.
- Direct and coordinate all Service Excellence functions, ensuring effective clinical and operational support services for patient care areas.
- Assess departmental resource needs and oversee operational and capital budgets, including monthly variance reporting and expense management.
- Implement systems and process improvements to enhance operational efficiency, service delivery, and cost control.
Provide leadership for departmental personnel, including hiring, performance management, staff deployment, coaching, and corrective actions. - Design, launch, and evaluate new Service Excellence programs and services aligned with organizational priorities.
Oversee the compilation, analysis, and distribution of operational reports, identifying trends and recommending strategic improvements. - Lead departmental performance improvement initiatives in compliance with hospital standards, The Joint Commission (TJC), and other regulatory requirements.
- Foster collaborative relationships across hospital and health system leadership to ensure adherence to organizational policies, procedures, and service standards.
- Oversee Patient Relations operations, including management of patient complaints and grievances in accordance with regulatory guidelines.
- Advise leaders on patient experience initiatives and develop strategies to improve patient satisfaction and engagement metrics.
Lead efforts to improve patient satisfaction scores and achieve or exceed balanced scorecard goals. - Collaborate with senior leadership and key stakeholders to develop, implement, and measure patient experience programs and performance metrics.
- Serve as the primary organizational point of contact for patient experience and Service Excellence initiatives across departments.
- Partner with unit directors and managers to analyze patient satisfaction data and implement targeted action plans for improvement.
- Direct volunteer and auxiliary services programs, providing strategic leadership for volunteers serving across multiple departments and functions.
- Identify and resolve hospital-wide safety, security, and customer service issues impacting the patient and visitor experience.
- Ensure effective coordination of resources, processes, and initiatives that enhance overall hospital service quality and operational performance.
- Perform additional leadership and operational responsibilities as assigned to support organizational goals.
Knowledge, Skills and AbilitiesN/A
Level CharacteristicsN/A
Minimum QualificationsEducationWork requires a BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.
ExperienceFour years of patient/health care relations or human service experience including 1 year in management capacity.
Degrees, Licensures, CertificationsPatient Experience Certification may be required.
