• Manager of Service Excellence & Patient Experience - Healthcare

    Location US-TX-Dallas
    Posted Date 2 weeks ago(6/5/2019 2:04 PM)
    ID
    239432
    Category
    Facilities
    Employment Type
    Fulltime-Regular
  • Overview

    About Aramark
    Aramark (NYSE: ARMK) proudly serves Fortune 500 companies, world champion sports teams, state-of-the-art healthcare providers, the world’s leading educational institutions, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.  Our 270,000 team members deliver experiences that enrich and nourish millions of lives every day through innovative services in food, facilities management and uniforms. We operate our business with social responsibility, focusing on initiatives that support our diverse workforce, advance consumer health and wellness, protect our environment, and strengthen our communities.  Aramark is recognized as one of the World’s Most Admired Companies by FORTUNE, as well as an employer of choice by the Human Rights Campaign and DiversityInc. Learn more at www.aramark.com or connect with us on Facebook and Twitter.

     

    Description

    MANAGER of SERVICE EXCELLENCE & PATIENT EXPERIENCE - HEALTHCARE:

     

    Position Overview:

     

    This high profile leadership role will focus on developing & implementing strategies to achieve strong performance in Service Excellence / Patient Experience for a large, growing, high profile Healthcare client.

     

    Key Accountabilities:

    • Building strong/trusting relationships
    • Managing, interpreting, and distributing Press Ganey & internal Aramark data with an objective thought process.
    • Leading indicator management to improve lagging indicator outcomes.
    • Operational leadership with multi-level stakeholders.
    • Improved Key Performance Indicator (KPI) & Financial outcomes based on partnership agreement requirements.
    • Coordinating, planning and executing system-wide Service Excellence & Patient Experience program.
    • Develop and oversee a data driven program by collecting, tracking, and analyzing service excellence trends for optimizing Patient Experience outcomes.
    • Implement and communicate a strategic vision in partnership with leadership, cascading to front line team.
    • Provide continuous program updates on progress and opportunities of all patient relation initiatives to all stakeholders.

    Responsibilities:

    • Actively promotes and models service excellence principles at all times.
    • Plans & coordinates Service Excellence / Patient Experience programs.
    • Reports HCAHPS / CGHAPS results as published by Press Ganey.
    • Collaborates with internal & external experts to implement evidence-based Service Excellence / Patient Experience tools and processes throughout acute care hospitals
    • Provides guidance regarding Service Excellence / Patient Experience data collection, tracking, distribution and communication.
    • Promotes a service ethic to change longstanding behaviors of frontline workers and management.
    • Provides “shoulder-to-shoulder” training on all aspects of Service Excellence / Patient Experience
    • Focuses leadership & employee behavior by retooling operational processes towards Service Excellence / Patient Experience
    • Hardwires leadership & employee actions to ensure exceptional Service Excellence / Patient Experience behaviors.
    • Continually evolves patient service standards and prescriptive language.
    • Researches, reviews, and implements Service Excellence / Patient Experience best practices.
    • Oversees management & training of multidisciplinary teams to use service excellence tools and principles in daily activities.
    • Conducts “shoulder-to-shoulder” training, including scripting & role playing.
    • Prioritizes strategic initiatives.

     

    Qualifications

    Requirements:

    • Minimum 10 years experience in Healthcare Environmental Services.
    • Minimum five years leadership/management experience.
    • Provable skills in HCAHPS, Press Ganey, Service Excellence and Patient Experience.
    • Provable ability to decipher Press Ganey reporting.
    • Multi-disciplinary written & oral communication skills up/down
    • Strategic thinker w/ ability to scan internal & external environments quickly to determine SWOTs.
    • Travel required, 25%, mainly driving.

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