Director Service Excellence

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Position Overview:
SCL Health is committed to a culture of patient and family centered care.
The Director of Service Excellence works in collaboration with leadership throughout Lutheran Medical Center to develop and manage strategy for the patient experience.  The Director represents the voice of the patient with leaders, medical staff, and associates. The incumbent will collaborate on the design and implementation of initiatives that emphasize outstanding service, a message of hope and the demonstration of compassion.
The Director of Service Excellence oversees the surveying and reporting processes.  The Director oversees related programs such as Service Recovery and technology that supports the patient experience such as automated discharge phone calls and rounding tools. The Director of Service Excellence effectively manages multiple projects, serves on various key committees at the site and system level, and performs other special activities as directed.  The Director monitors and tracks progress throughout the hospital for accountability, identifies areas for opportunity and drive success in patient care experience by reaching and/or exceeding designated goals.   
  • Facilitates on-going internal and external reporting and communications regarding the status of outcomes related to continuous improvement
  • Works with key stakeholders and performance data to assess the current performance and identifies those plans, processes, measures and actions to achieve the desired state. 
  • Assists to develop, implement, evaluate and adjust strategies to build loyalty and place the patient at the center of all we do to ever advance SCL Health achievements
  • Identifies tactics, metrics and monitoring systems to achieve the desired state of systematic and consistent performance. 
  • Ability to build both internal and external relationships and a high level of trust in order to fearlessly engage in candid, respectful coaching conversations unrestricted by reporting hierarchy.
  • Identifies and develops plan for the organizational and personal learning necessary to improve individual and collective work performance and to sustain an engaged workforce. 
  • Coordinates 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.
  • Provides expert level facilitation and change management coaching at the leadership level down through the frontline care team members in all areas affecting the patient experience.    
  • Applies an organized, sequenced and systematic change process to ensure successful implementation and outcomes
  • Assists the organization in debriefing, analyzing  and in troubleshooting current and future change initiatives and plays an active role in organizational “course correction” to ensure objectives are met




  • Demonstrates success in cultural transformation
  • Understands and applies tools to analyze current state versus desire state
  • Ability to translate diagnostics into interventional actions that are aligned with strategic goals
  • Ability to set goals, measures, analyze metrics and course corrections to drive and sustain transformational change
  • Familiarity with one or more of the following:  Adult learning principles, Lean Process Improvement, Six Sigma, Balanced Scorecard or related process improvement discipline
  • Highly skilled in collaboration, conflict resolution, group interaction and dynamics, project management and facilitation
  • Strong interpersonal skills, specifically persuasion, negotiation, and presentation skills
  • Capable of managing multiple tasks and high work level capacity
  • Strategic mindset with the ability to articulate a clear vision and the personal mission to achieve operational excellence
  • Ability to communicate to varied audiences
  • Masters degree in Business or Healthcare related field required
  • Minimum of seven (7) years in a leadership position in a large and complex healthcare organization with increasing levels of responsibility and authority.  Minimum of three (3) years of operational and performance improvement experience in a variety of clinical settings with strong clinical reputations.
Organization: Lutheran Medical Center, Wheat Ridge, CO
Primary Location: CO-Denver/Boulder/Surrounding Areas-Wheat Ridge
Department: LMC-Administration
Schedule: Full-time
Shift: Day Shift
FTE: 1
Job Number: 17009138
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