The Director of Service Excellence provides the overall leadership and direction of service excellence efforts across the Stanford Network of care to improve the patient and family experience. This leadership role ensures the implementation of C-I-CARE & other related programs are integrated across the Stanford Network of Care, provides direction for the identification, investigation, follow up and resolution of customer service issues, and directs the management of patient experience data across the system. This leadership role partners with Senior Leadership to develop the patient experience strategic direction and goal setting and ensures the development of programs to achieve those objectives.
a. Executes world class practices of service and patient care in support of C-I-CARE standards. b. Uses C-I-CARE templates and the following components for all communication with patients and staff:
· CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.) · INTRODUCE yourself and your role · COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient · ASK permission before entering a room, examining a patient or undertaking an activity · RESPOND to patient's questions or requests promptly; anticipate patient needs · EXIT courteously with an explanation of what will come next.
· Directs and oversees the development of the patient experience strategic direction and goal setting and ensure the development of outcome programs to support the direction (e.g. Real Time Feedback, C-I-CARE integration, Engaging Empathy, Service Recognition Programs, etc.) across the network. · Directs and leads efforts in designing and deploying patient experience program onboarding and assimilation processes for new UHA and ValleyCare practices. · Directs and oversees patient experience reporting and complaints/compliment data including: analysis, integration of data into performance improvement, report generation, development and implementation of tools, and educational programs for employees and physicians · Develops educational programs for staff to improve interactions with patients and to respond to negative patient perceptions. · Directs and oversees C-I-CARE organization-wide training plan, and implementation and assessment of C-I-CARE Leader Standard Work. Collaborates with Training and Organizational Development as needed. · Facilitates implementation of network-wide patient experience improvement initiatives, including value stream mapping, model lines, 5S, RPIWs, and other corporate improvement projects. · Establishes patient satisfaction targets to meet and exceed national standards including CMS and other regulatory bodies, directs and presents on all activities related to C-I-CARE and patient experience programs. · Proposes implementation plans and recommendations to Senior Leadership to establish targets and ensure consistency/standardization of goals and objectives across the organization. · Provides direction and oversight to Service Excellence Managers, Project Managers, Project Coordinators,etc, in the design, development, and execution of patient experience improvement work and program development across the organization. · Directs the operations for the network team including but not limited to recruiting, onboarding, and training of new hires/transfers, employee engagement, negotiating contracts, invoice processing, timekeeping/timecard approvals, approving supply purchase requests, team event planning, and maintaining key departmental documents and records. · Directs the work of team members assigned to special projects as requested from hospital administration and the executive team. · Acquires and directs the adaptation of patient experience best practices from external professional organizations and experts.
Experience: 7 - 10 years of progressively responsible work related to the position. Experience structuring and building high-performance team departments of a least 15-20 staff highly desirable.
Education: Bachelor’s Degree in business administration, health administration or public administration from an accredited college or university. Master’s Degree in business administration, health administration or Public Administration from an accredited college or university is preferred.
Internal Number: 48639
About Stanford Health Care
Stanford Health Care believes that great things happen when you put talented people together and then empower them to reach beyond the ordinary. Every day is an inspiration and an opportunity to lift up our patients with the kind of care that has earned us a worldwide reputation for excellence.
As an organization with more than 300 facilities throughout the Bay Area, we are a team united by our culture of respect. Our C-I-CARE philosophy invites each employee to elevate the patient experience, because every interaction is a chance to make a positive impact in the lives of those around us. Of course, that same commitment extends to the way we work together. We prize open communication and intensive collaboration as we strive to recognize every contribution. Because that’s how true innovation happens again and again.