Process Manager - Service Excellence Cheraw Area

1. Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values. 
2. Plans, leads and implements key patient experience improvement projects to increase patient/family satisfaction, improve quality, and optimize workflow by reducing waste, errors, and rework. 
3. Facilitates patient experience improvement projects through collaboration with process owners, stake holders, and  subject matter experts(SMEs).
4. Develops project timelines, reports, recommendations, and implementation plans
5. Collects, analyzes, and interprets data from internal (patient feedback, complaints, etc) and external (CAHPS, etc) to identify trends, strengths, and opportunities for improvement. 
6. Provides guidance and direction to operational leadership with project status updates, feedback, and clear reporting on patient experience metrics and outcomes.
7. Serves as a liaison and advocate for patients, families, and visitors – ensuring needs, concerns, and complaints are addressed in compassionate, timely, and professional manner.
8. Develops and delivers education, tools, and training for leaders and teams to advance patient engagement and service recovery skills.
9. Champions continuous improvement culture by integrating lean methodologies with patient voice to design and sustain patient -and family- centered care practices. 
10. Collaborate with Optimization Process Managers to ensure strategic alignment for the organization. promote and champion using the patients voice in improvement while encouraging and contributing to continuous improvement efforts. 
11. Acts as at transformational leader by driving cultural change, fostering accountability, and ensuring patient experience strategies are embedded into organizational process
12. Primary source of educational and training assistance for nursing
13. Will address training needs as identified and prioritized by Nursing Leadership & coordinate skills fairs as assigned

Participate in the immediate work of the Nurse Education Affinity Group to manage, create, and update policies

Works Schedule: 80 Hours Bi-weekly

Qualifications /Training:

• 3-5 years’ experience in process improvement using Lean methodologies or related experience, healthcare setting preferred.
• Strong skills in communication, team facilitation, project management and service recovery
• Demonstrated ability to analyze data, engage stakeholders, and drive measurable outcomes in patient experience initiatives.
• Experience in teaching, mentoring and evaluating adult learning outcomes

Licenses/Certifications/Registrations/Education:

• Licenses/Certifications/Registrations/Education:

  ·        RN or LPN SC licensure and BLS required,

  ·        Completion of a qualified RN or LPN program required; Bachelor’s Degree in Business, Engineering, Nursing, Public/Allied Health, or other related field preferred.