Summary
1. Collaborates with executive leadership to design, implement and evaluate complaint management and service excellence programs to enhance patient experience. Responsible for financial and quality metrics.
2. Manages Service Excellence and Complaints Office and issues related to Consumer advocacy.
3. Responsible for consistent application of HAAD and any other government regulations governing patient rights and grievances.
4. Responsible for receiving, handling and documenting comments/concerns regarding quality of care/services received at the Hospital.
5. Provides oversight and management of the institutional hotlines for crises.
6. The individual will lead and design the service excellence and complaints frameworks within the business as well as play a strategic role in supporting and providing direction and guidance to colleagues.
Primary Duties and responsibilities
1. Oversees design and implementation of the Service Excellence program.
2. Evaluates, redesigns and implements "Respond with H.E.A.R.T. program."
3. Collaborates with all CCAD departments to develop and promote best service excellence practices.
4. Develops and maintains complaint management systems.
5. Develops and manages policies and procedures for complaint handling.
6. Facilitates and maintains an effective corporate approach to the management of complaints.
7. Ensures investigation of and response to complaints within target times by concerned departments.
8. Provides expert advice and support to staff on the handling of complaints, investigation techniques, root cause analysis and process improvement.
9. Appropriately escalates complaints to the Head of Department.
10. Constantly reevaluates the complaints process (quality, scope and methodology) and makes appropriate recommendations for improvement.
11. Apprises senior leadership of changes to the laws governing patient rights and interfaces with other patient advocacy efforts both locally and nationally.
12. Oversees the progression of process improvement plans.
13. Coordinates the development of monthly and quarterly statistical data and trends regarding patient satisfaction and Complaints and reports the information to the relevant committees, department heads and Executive Leadership.
14. Plans, develops and executes industry analyses to evaluate best practice benchmarks for Service Excellence and Complaints programs.
15. Identifies and proposes strategies to further develop service excellence and complaints management.
16. Directly manages the Service Excellence and Complaints department team.
17. Oversees recruitment, training and evaluation of Service Excellence and Complaints staff.
18. Leads projects as delegated by the Head of Department.
19. Works to achieve the objectives of the Service Excellence and Complaints Department.
20. Other duties as assigned.
Experience Requirements
1. Minimum of five years’ experience supervising or managing employees, projects and processes involving development and implementation of service related programs and complaints handling, preferably in a healthcare organization.
2. Experience with measurements, budget development, cost analysis and workforce analysis.
3. Experience in identifying and promoting service improvements within a large organization, designing and delivering training and facilitating change and innovation.
4. Experience in Statistical analysis and presentation of complex information.
Education Requirements
1. Bachelor's Degree in Business, Health Care Administration or related field; Master's Degree preferred.
2. Knowledge of patient advocacy preferred.
3. Thorough working knowledge of HAAD and other Governmental entities rules and regulations governing patient rights.
Apply Online
1. Collaborates with executive leadership to design, implement and evaluate complaint management and service excellence programs to enhance patient experience. Responsible for financial and quality metrics.
2. Manages Service Excellence and Complaints Office and issues related to Consumer advocacy.
3. Responsible for consistent application of HAAD and any other government regulations governing patient rights and grievances.
4. Responsible for receiving, handling and documenting comments/concerns regarding quality of care/services received at the Hospital.
5. Provides oversight and management of the institutional hotlines for crises.
6. The individual will lead and design the service excellence and complaints frameworks within the business as well as play a strategic role in supporting and providing direction and guidance to colleagues.
Primary Duties and responsibilities
1. Oversees design and implementation of the Service Excellence program.
2. Evaluates, redesigns and implements "Respond with H.E.A.R.T. program."
3. Collaborates with all CCAD departments to develop and promote best service excellence practices.
4. Develops and maintains complaint management systems.
5. Develops and manages policies and procedures for complaint handling.
6. Facilitates and maintains an effective corporate approach to the management of complaints.
7. Ensures investigation of and response to complaints within target times by concerned departments.
8. Provides expert advice and support to staff on the handling of complaints, investigation techniques, root cause analysis and process improvement.
9. Appropriately escalates complaints to the Head of Department.
10. Constantly reevaluates the complaints process (quality, scope and methodology) and makes appropriate recommendations for improvement.
11. Apprises senior leadership of changes to the laws governing patient rights and interfaces with other patient advocacy efforts both locally and nationally.
12. Oversees the progression of process improvement plans.
13. Coordinates the development of monthly and quarterly statistical data and trends regarding patient satisfaction and Complaints and reports the information to the relevant committees, department heads and Executive Leadership.
14. Plans, develops and executes industry analyses to evaluate best practice benchmarks for Service Excellence and Complaints programs.
15. Identifies and proposes strategies to further develop service excellence and complaints management.
16. Directly manages the Service Excellence and Complaints department team.
17. Oversees recruitment, training and evaluation of Service Excellence and Complaints staff.
18. Leads projects as delegated by the Head of Department.
19. Works to achieve the objectives of the Service Excellence and Complaints Department.
20. Other duties as assigned.
Experience Requirements
1. Minimum of five years’ experience supervising or managing employees, projects and processes involving development and implementation of service related programs and complaints handling, preferably in a healthcare organization.
2. Experience with measurements, budget development, cost analysis and workforce analysis.
3. Experience in identifying and promoting service improvements within a large organization, designing and delivering training and facilitating change and innovation.
4. Experience in Statistical analysis and presentation of complex information.
Education Requirements
1. Bachelor's Degree in Business, Health Care Administration or related field; Master's Degree preferred.
2. Knowledge of patient advocacy preferred.
3. Thorough working knowledge of HAAD and other Governmental entities rules and regulations governing patient rights.
Apply Online
