Job Summary:
Responsible for managing Service Excellence efforts to include coaching Physicians, Nursing Leaders, and Department Leaders. Facilitates and implements prescriptive tactics and tools to drive better Service Excellence related leader performance. Collaborate with patient satisfaction service vendor(s). Prepares and presents oral and written reports concerning the progress of the organization in meeting its goals. Ability to partner with departmental unit heads to creatively solve problems. Must be able to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence.

Education:
Required: RN with minimum of AA degree

Preferred:
Bachelor's Degree in a healthcare, service or closely related field

Experience:
Required:
Three to five years progressively professional work experience in leading & participating in customer service improvement programs, coaching efforts, & programs in a healthcare setting. Ability to effectively express thoughts and ideas through the use of written and oral communication as well as strong presentation skills. Organizational and problem-solving ability with strong logical reasoning. Excellent interpersonal and organizational skills, with the ability to guide and influence people, effectively manage time and operate as a self-starter.

Preferred:
Experience with Press Ganey software and data analysis
Experience managing complaints and grievances, with knowledge of related regulatory standards
Experience with DNV and/or ISO 9001: 2015 regulatory and certification standards

Position Requirement(s): License/Certification/Registration
Required:
Current licensure to practice nursing in the State of Tennessee. BLS completed prior to going to the unit/department and to be maintained going forward.

The Nurse Licensure Compact will not change how to obtain or renew a Tennessee license. However, the Tennessee nursing license will be a single state license for Tennessee Residents or non-compact state residents. Tennessee licensure or multistate licensure from a compact state must be obtained within three months of hire for non-Tennessee residents.

Preferred:
n/a

Department Position Summary:
Responsible for managing Service Excellence efforts to include coaching Physicians, Nursing Leaders, and Department Leaders. Facilitates and implements prescriptive tactics and tools to drive better Service Excellence related leader performance. Collaborate with patient satisfaction service vendor(s). Prepares and presents oral and written reports concerning the progress of the organization in meeting its goals. Ability to partner with departmental unit heads to creatively solve problems. Must be able to develop and maintain a very high level of expertise in the concepts, practice and evolution of service excellence.