Service Excellence Advisor - Remote Eligible

Service Excellence Consultant

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.

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.

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.