Director, Service Strategy

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POST DATE 8/31/2016
END DATE 12/19/2016

Confidential Company Atlanta, GA

Atlanta, GA
AJE Ref #
Job Classification
Full Time
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The position will be key to achieving the company goal of providing an excellent patient experience reliably at all points of interaction with our Health Plan and delivery system.


* Provide direction and oversight in the development, planning and execution of short and long term Service Quality priorities and strategies in alignment with regional and organization-wide goals.
* Supervises and mentors program managers with regard to job performance and professional development. Creates a working environment which is challenging and rewarding; fosters teamwork, and professionalism; enables a strong sense of contribution, influence and accomplishment.
* Collaborate with National Service Quality, Marketing and other strategic groups to identify and implement evidence-based practices.
* Establishes clear and measurable short and long-term strategic goals and objectives and monitors results.
* Partner with department chiefs and operations managers to develop department-specific service quality interventions to reliably improve member/patient experience at all points of touch.
* Identify routine care experience metrics for each department, including drivers of both CAHPS and PES.
* Ensure systems are in place to use patient/member/purchaser complaint data to identify and improve patient experience.
* Involve members and patients in committees or other interventions that hear directly from the KP members, assist medical centers with opportunities to hear directly from their patients.
* In collaboration with Labor and operational managers, provide training, toolkits, and monitoring to ensure behaviors are present to promote care experience.
* Support chiefs, physicians, managers, and frontline staff to identify, enable, and promote excellent care experiences for patients and assessing effectiveness.
* Identify and transfer best practices for improving service quality.
* Responsible for budget planning and annual budget preparation, managing the budget, and budget tracking for all Departmental accounts.
* Participate in cross-functional teams to improve service quality and effectiveness of care delivery.
* Responsible for assessing performance and monitoring outcomes in areas of Departmental responsibility.


* Minimum seven (7) years of direct experience in service quality within a healthcare setting.
* Minimum three (3) years of management experience with the ability to lead through influence and collaboration.
* Bachelor's degree in nursing, public health, business, health education, or related field.

* Master's degree in public health, health economics, healthcare administration or related field.