Under the direction of the Vice President of Service Quality, accountable for all phases of the Aurora Health Care Service Quality Strategy including planning, directing, prioritizing, implementing, analyzing and reporting. Implements, executes and hardwires evidence-based, prescriptive tools, tactics and techniques to improve clinical, operational and service quality in designated markets and helps to share and spread better practices across Aurora. Increases both site and market performance by reducing leader and caregiver variation in the use of evidence-based better practices to improve the patient/family experience. Serves as an internal consultant by establishing and maintaining excellent working relationships with leaders and caregivers at all levels in the organization in order to improve the caregiver, physician and patient/family experience.
Directs the implementation, execution and hardwiring of evidence-based, prescriptive better practices to improve the caregiver, physician and patient/family experience. Provides individual coaching to build skill and validate competency for both individual leaders and caregivers on the use of evidence-based prescriptive tools, tactics and techniques.
Interfaces with both site and market presidents, chief nursing officers, chief medical officers and other key leadership constituencies in designated markets to help drive individual, site, and market performance to achieve organizational goals and objectives for service quality.
Develops, facilitates, manages and administers 90-day coaching plans in designated markets in order to sequence behaviors/tactics in the Aurora Service Quality Strategy in an evidence-based manner. Develops, facilitates, manages and administers 90-day action plans for site or market-based service quality teams, in collaboration with site and/or entity stakeholders.
Submits weekly, detailed coaching activity reports including, but not limited to: site and/or market visit agendas, site and/or market visit summaries, 90-day coaching plans and 90-day action plans.
Assists in the monitoring, reporting and analyzing of service quality data in order to reward/recognize success and identify opportunities for improvement on a unit, site and market-level basis.
Prepares and presents both oral and written reports and presentations on the progress of designated sites and/or markets in meeting service quality goals.
In collaboration with leaders, coordinates operational improvement projects which support service quality, applying appropriate quality improvement and project management principles, quality measures/tools such as PDSA (Plan-Do-Study-Act), strategic implementation, Lean and Six Sigma and other proven problem solving tools and techniques.
Coordinates and leads the implementation of service quality training programs.
Promotes the priority of improving service quality by being visible throughout the site(s), facilitating work teams and fostering relationships with leaders, physicians and caregivers to support the implementation of targeted plans.
Collaborates with site leaders to organize, implement and lead patient advisory councils and other patient forums and partnerships. Uses these councils/forums to identify opportunities, develop interventions and implement operational changes to improve the patient experience.
Bachelor's Degree in Business or related field.
Typically requires 10 years of experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve the patient/customer experience.
Strong coaching and consultative skills to provide guidance in the achievement of strategic service quality goals and objectives.Expertise in organizational change and better practice assessment/research and adoption.Ability to develop and maintain a high level of expertise and professional development in the concepts, practice and evolution of service quality by serving as a subject matter expert.Ability to manage multiple projects, effectively manage time and meet multiple deadlines with excellent project management skills and a strong attention to detail. Demonstrated expertise in service quality data analysis, report preparation with the ability to deliver effective professional presentations to various stakeholder groups in order to help motivate improvement.In-depth knowledge of HCAHPS, CGCAHPS and other such service quality surveys in the public domain that impact public reporting and value-based reimbursement.Excellent communication skills and the ability to influence leaders, physicians and caregivers. Advanced knowledge of and passion for patient and family-centered care as well as multi-cultural diversity.Proficient with Microsoft Office (Word, Excel, PowerPoint, Access) or similar products.
keywords: Studer, patient experience, service experience, service quality, Press-Ganey, Press Ganey
Additional Salary Information: bonus eligible
Internal Number: 154040
About Aurora Health Care
You're here because you have a passion for making people's lives better. With our wide range of career opportunities, you'll not only fulfill that passion, you'll thrive and grow every day, with leading benefits, unique opportunities, an atmosphere of innovation, and a positive, caring, and welcoming culture. The best of the best. When you work at Aurora, you'll work with a dedicated team that's as passionate about the work as you are. And you'll enjoy limitless opportunities for ongoing learning and career advancement.
Because we pride ourselves on taking care of our people. And not just our patients – we mean you, too.