Service Strategy - Director

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POST DATE 9/1/2016
END DATE 12/19/2016

ALC Staffing Associates Atlanta, GA

Atlanta, GA
AJE Ref #
Job Classification
Full Time
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Company Ref #


Director, Service Strategy
Atlanta, GA
Salary: $100K-$140K + 10% Bonus
Local Relocation Assistance Available

Job Description:

The Director of Service Quality provides strategy and leadership to coordinate and improve service quality and patient-centered care to all areas that interface with our clients members.

In partnership with TSPMG, the Director will coordinate the current and future work of service quality improvement using a strategic systematic evidence-based approach to ensuring and comprehensive excellent member/patient experience.

The position will be key to achieving the clients goal of providing an excellent patient experience reliably at all points of interaction with the Health Plan and delivery system.

Essential Functions:

Provides 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 and creates a working environment which is challenging and rewarding.

Fosters teamwork, and professionalism.

Enables a strong sense of contribution, influence and accomplishment.

Collaborates 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.

Partners with department chiefs and operations managers to develop department-specific service quality interventions to reliably improve member/patient experience at all points of touch.

Identifies routine care experience metrics for each department, including drivers of both CAHPS and PES.

Ensures systems are in place to use patient/member/purchaser complaint data to identify and improve patient experience.

Involves members and patients in committees or other interventions that hear directly from the 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.

Preferred Qualifications:

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