Service Excellence Advisor

Service Excellence Consultant

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

A Brief Overview

Plan, design, facilitate, coordinate and deliver education related to customer experience throughout the continuum of services of Avera Health. This Service Excellence Consultant is responsible for collaborating with and coaching clinical and non-clinical employees and leaders to standardize customer experience based on identified needs. This position will provide onsite coaching and education to physicians, leaders and staff with exposure to confidential information and medical procedures.

What You Will Do

• Analyze provider and department clinical and non-clinical processes and practices to identify opportunities for improvement in patient experience.
• Research and design coaching models utilizing evidence-based practices to address customer experience opportunities.
• Identify, disseminate and implement evidence-based practices and research in clinical and non-clinical areas of focus to facilitate quality outcomes.
• Develop, implement and evaluate policies, practices, and standards of care around patient experience to exceed national top performers.
• Design and deliver individual and team coaching to physicians, leaders and staff based on observation and analysis of interactions with patients.
• Follow up on identified opportunities for improvement for providers, leaders and staff and develop ongoing coaching plans to continue and sustain improvement.
• Plan, design, facilitate, coordinate and deliver evidence based education and curriculum for clinical and non-clinical employees, leaders and providers.
• Analyze patient and resident / family experience results to identify opportunities for improvement and design and deliver education and individual and team coaching specific to the needs of various individuals and entities across Avera.

Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License / Certification, or Work Experience :

Bachelor's

Preferred Education, License / Certification, or Work Experience :

Technical Certificate Executive coaching Registered Nurse (RN) - Board of Nursing Upon Hire

Expectations and Standards

Commitment to the daily application of Avera's mission, vision, core values, and social principles to serve patients, their families, and our community. Promote Avera's values of compassion, hospitality, and stewardship. Uphold Avera's standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity. Maintain confidentiality. Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment. Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.

Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to talent@avera.org.

At Avera, the way you are treated as an employee translates into the compassionate care you deliver to patients and team members. Because we consider health care a ministry, you can live out your faith, uphold the dignity and respect of all persons while not compromising high-quality services. Join us in making a positive impact on moving health forward. The policy of Avera to provide opportunities for all qualified employees or applicants without regard to disability and to provide reasonable accommodations for all employees or applicants who may be disabled. Avera is committed to ensuring compliance in accordance with the Americans with Disability Act. For assistance, please contact HR Now at 605-504-4444. Additional Notices : For TTY, dial 711 Avera is an Equal Opportunity / Affirmative Action Employer : Minority / Female / Disabled / Veteran / Sexual Orientation / Gender Identity.