Director Service Excellence

Profile

Details

Department: Consumer Experience - People Enablement

Schedule: Full time days, Monday - Friday

Location: Remote, 30% travel

Benefits

Paid time off (PTO)Various health insurance options & wellness plansRetirement benefits including employer match plansLong-term & short-term disabilityEmployee assistance programs (EAP)Parental leave & adoption assistanceTuition reimbursementWays to give back to your community

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics.

Responsibilities

The Director, Service Excellence will act as a service standards subject matter expert shaping Ascension’s Consumer Experience service strategies across the ministry by e nsuring service standards are clearly defined and represented during prioritization and building of strategies.

Define the base standard, identifying and bridging the gap between current practices and a service delivery that is ‘best in class’ and commensurate with other top-performing service organizations.

Establish the right service behaviors and understand service sentiment in order to continually refine processes.

Work with Consumer Experience (CX) leadership to refine service excellence goals and metrics for measuring experience across the journey.

Act as a subject matter expert/consultant in the development of internal resources that represent the consumer experience through service delivery.

Communicate cross-functionally to ensure all stakeholders are informed and needs are aligned.

Qualifications:

Ability to influence senior leaders and colleagues to further service-focused experiences

Experience in defining service standards and creating CX service delivery content used both internally and externally

Demonstrated aptitude for innovation and creative development of differentiated consumer experiences, understands the nuance of behaviors, attitudes, and needs to help drive desired outcomes

Bias for action, entrepreneurial mindset, and focus on growth and scale

Ability to manage multiple initiatives concurrently and ruthlessly prioritize the most impactful initiatives that maximize value

Ability to manage ambiguity and lead with tenacity when faced with obstacles

Role models service excellence in their day-to-day interactions, is unafraid to engage directly and help coach others on service performance

Requirements

Education:

High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required. Master's degree preferred.

Work Experience:

5 years of experience required.

10 years of experience preferred.

2 years of leadership or management experience required.

5 years of leadership or management experience preferred.

Additional Preferences

#LI-Remote

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf) poster.

Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf)

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Company info

athenahealth, Inc.
Website : http://www.athenahealth.com