Manager of Service Quality

Major Responsibilities:

• Leads the implementation of all service quality activities and communications developed by the system Service Quality Department and acts as a liaison between the system Service Quality Department and designated site(s).
• Participates as an active member on all system service quality teams, workgroups, etc. Collaborates with team members to develop recommendations for system-wide service quality strategies and tactics.
• Leads site(s) service quality team(s) to coordinate the implementation of both system and site-based service quality initiatives. Works with leaders to implement system strategies and tactics, identifies opportunities for improvement at the site(s), incorporates operational improvement plans, monitors implementation of interventions, analyzes outcomes and results, and shares learnings with the system Service Quality Department.
• Develops, engages and supports leaders and physicians to promote patient and family-centered care and work environments. Encourages involvement in projects to improve service quality and collaborates with leaders to implement system and site strategies and prioritize site initiatives.
• 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.
• Monitors system and site(s) service quality data and results to evaluate effectiveness of strategies and tactics. Shares and utilizes data to teach leaders, physicians and caregivers about service quality and encourage engagement.
• 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.
• Responsible for understanding and adhering to the Aurora Health Care Code of Excellence and for ensuring personal actions, and the actions of employees supervised, comply with the policies, regulations and laws that affect Aurora's business.

Licensure, Registration and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Business or related field.

Experience Required:

• Typically requires 7 years of experience in patient/customer relations which includes experiences in successfully developing and creating strategies to improve the patient/customer experience.  

Knowledge, Skills & Abilities Required:

• Knowledge of quality improvement principles, project management and team facilitation such as Lean, Six Sigma, PDSA, strategic implementation, etc.
• Critical thinking and operational process solving skills to identify the challenges around site(s) patient experiences.  Ability to document, interpret and communicate the organizations position on patient and family-centered care.
• Excellent written and verbal communication skills and the ability to communicate effectively and diplomatically to influence leaders, physicians, and caregivers. Advanced knowledge of multi-cultural diversity and its value.
• Advanced knowledge of and passion for patient and family-centered care.
• Demonstrated ability to create momentum aligned around clear goals, build and mentor strong interdisciplinary teams and implement and evaluate new programs.
• Proficient with basic statistical management, interpretation and representation of patient/customer service quality data.
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Access) or similar products.

Physical Requirements and Working Conditions:

• This position requires some travel so there will be exposure to weather and road conditions. 
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.