You.

You bring your body, mind, heart and spirit to your work as a Director Service Excellence.

You love to design and implement initiatives that emphasize outstanding service, a message of hope and the demonstration of compassion.

You’re a master collaborator working with leadership throughout the organization to develop and manage strategy for the patient experience.

Us.

Lutheran Medical Center is part of SCL Health, a faith-based, nonprofit healthcare organization that focuses on person-centered care. Our 249-bed community-based hospital provides comprehensive, specialty care to the poor, the vulnerable, our communities and each other. Dating back to 1905, we are proud of the rich history and inspiring mission our hospital has embodied for over 110 years.

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, we’ve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement savings plan.

With this position, you are eligible to participate in the At Risk Compensation (ARC) Plan. This plan enables SCL Health to provide leaders with an additional performance compensation opportunity. The ARC Award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected SCL Health Board-approved goals. To show our commitment to you and to assist with your transition into our organization, we may also offer a sign-on and / or relocation stipend and reimbursement when applicable.

We.

Together we’ll align mission and careers, values and workplace. We’ll encourage joy and take pride in our integrity.

We’ll laugh at each other’s jokes (even the bad ones). We’ll hello and high five. We’ll celebrate milestones and acknowledge the value of spirituality in healing.

We’re proud of what we know, which includes how much there is to learn.

Your day.

As a Service Excellence Director you need to know how to:

• Work closely with SCL System Service Excellence Director and Directors of Service Excellence at SCL Health care sites in the developing the strategy to drive and sustain a systematic, organizational-wide approach to the overall SCL Health patient experience. Collaborate to implement, manage, evaluate and adjust strategies to build loyalty and place the patient at the center of all we do to ever advance SCL Healthcare achievements.
• Identify tactics, metrics and monitoring systems to achieve the desired state of systematic and consistent performance. Assess, design, deploy and interpret performance metrics related to patient loyalty, patient experience, and operational excellence. Oversee related service excellence programs such as Service Recovery, communication of patient experience data, and technology that supports the patient experience such as automated discharge phone calls and rounding tools.
• Work with key stakeholders and performance data to assess the current performance and identify those plans, processes, measures and actions to achieve the desired state. Monitor and track progress throughout the hospital for accountability. Identify areas for opportunity and work directly with key stakeholders to develop plans for the organizational and personal learning necessary to improve individual and collective work performance and to sustain an engaged workforce.
• Coordinate with other organizational effectiveness consulting expertise to embed learning in the way the organization operates daily to continue to achieve ever increasing levels of performance. Provide expert level facilitation and change management coaching. Engage in candid, respectful coaching conversations unrestricted by reporting hierarchy.
• Assist the organization in debriefing, analyzing and in troubleshooting current and future change initiatives and play an active role in organizational “course correction” to ensure objectives are met. Facilitate on-going internal and external reporting and communications regarding the status of outcomes related to continuous improvement.
• Provide leadership to develop, create and foster a patient and family centered environment through venues such as Patient and Family Advisory Council, focus groups and other committees as appropriate. Provide direct oversight for vendor relationships with patient experience related programs and tools used to drive patient experience outcomes.

Your experience.

We hire people, not resumes. But we also expect excellence, which is why we require:

• Bachelor’s level degree is required (a clinical discipline is preferred). Master’s degree in Business or Healthcare related field is preferred.
• Minimum of three (3) years of experience in a leadership position in a healthcare organization with progressive levels of responsibility and authority is required.
• Minimum of three (3) years of experience in operational and performance improvement in a variety of clinical settings is required.
• Familiarity with one or more of the following: Adult learning principles, Lean Process Improvement, Six Sigma, Balanced Scorecard, Studer, and/or Planetree, Franklin Covey’s 4DX Model or related process improvement discipline is required.

Your next move.

Now that you know more about being a Director Service Excellence on our team we hope you’ll join us. At SCL Health you’ll reaffirm every day how much you love this work, and why you were called to it in the first place.