Manager Service Coaching & Performance Excellence
Wellstar Health Systems

Facility: Wellstar Medical Group Office
Job Summary: Functions under the direction of the Executive Director of Patient Experience/Service Excellence. Responsible for strategic planning and implementation of all service coaching efforts. Works closely with department managers to ensure a thorough understanding and commitment to continuous improvement and behavior modification. Works closely with medical staff and department leadership to process and resolve issues related to customer service and patient complaints. Ensures concerns are responded to appropriately in compliance with Regulatory requirements for responses to patient grievances. Implements and evaluates plan to continually improve customer service. Maintains all budgetary and human resource activities for the team whom this person leads. Core Responsibilities and Essential Functions: Service Coaching/Patient Satisfaction - Leads Service Coaches in providing coaching and intervention services to improve organizational performance on patient satisfaction. a. Maximize Service Coaching efforts across span of control b. Provide coaching support for leadership in all service lines (Inpatient, ED, Ambulatory Surgery, Outpatient, Health Parks) c. Conduct targeted assessments and evaluations to best utilize coaching team and assist leaders at all levels d. Provide strategic input to senior leadership regarding the prioritization of coaching support and training/education. e. Deploy coaching team to provide continuous leader education using evidence-based practices (AIDET, Purposeful Hourly Rounding and Bedside Shift Report) and performance improvement Performance Improvement Analysis/Planning - Leads the implementation and analysis of patient and physician surveys for assigned hospital/facility a. Utilize patient experience survey data to develop process improvement A3s to improve patient experience across all service lines in the hospital b. Leverage coaching team to assist leaders with implementation of countermeasures to improve patient experience Complaint and Grievance Resolution Management a. Trends, tracks, documents all patient concerns. Ensures that a response is given with the 10 day state requirement b. Facilitates service recovery, patient satisfaction initiatives, identifies, opportunities for process and or performance improvement c. Makes recommendations to administrator based on evaluation of data from both patient complaints and patient satisfaction results Leadership Development Institute a. Create and sustain Leadership Development Institute infrastructure including general curriculum, meeting cadence and participant inclusion b. Develop course content and training materials inclusive of evidence-based leadership tactics and coaching standards to sustain patient experience efforts using a variety of methodologies c. Facilitate LDI training sessions d. Evaluate training effectiveness and outcomes and make improvements as necessary NOBL and NRC a. Training, compliance, reporting, etc. Ensure utilization and understanding of new leaders as part of onboarding process b. Provides Leadership Rounding compliance reports and other data as requested from leadership c. Serve as facility content expert Administrative Responsibilities a. Develops and maintains the budget and achieves identified productivity goals. b. Collaborates with service excellence teams across WellStar Health System to achieve organizational alignment and economies of scale for system initiatives. Trust/Engagement (Mandatory Content) a. Builds a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup and hospital/entity level. b. Holds leaders accountable for behaviors that create trust and engagement. c. Performs all duties and responsibilities of this position in a manner that reflects the values of WellStar. d. Maintains and strengthens relationships with physicians and assures their involvement in developing systems to assure the growth of the service and the cost effective delivery of quality patient care in a manner that fosters patient and employee satisfaction. Results Oriented Leadership (Mandatory Content) a. Sets challenging and productive goals for team. b. Holds team accountable for actions while providing leadership and motivation. c. Provides resources and support, d. Uses checkpoints and data to track progress, setting up system and processes to measure results. Collaboration and Partnership (Mandatory Content) a. Works collaboratively and as a team member with hospital leadership. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics. b. Fosters positive working relationships between staff and physicians across the Health System. c. Fosters a culture that focuses on patient satisfaction, safety, customer service, staff participation, collaboration, motivation, and effective communication. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct. Required Minimum Education: Bachelor's Degree in healthcare of business administration Required and Master's Degree Preferred or Required Minimum License(s) and Certification(s): All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):Required Minimum Experience: Minimum 3 years 3 - 5 years service excellence or related healthcare experience with 3 years progressive leadership experience Required Required Minimum Skills: Strong analytical skills and experience in assessing processes and teams to implement behavior modification, training, and organization. Skilled in Lean and Visual management.

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