Service Excellence Manager at Hendrick Medical Center – Abilene, Texas

The Service Excellence Manager is an ambassador for the client experience program. The SEM is responsible for ensuring service excellence and enhanced experience for the users and occupants within the system. This position leads organizational process improvement initiatives to drive excellence in the delivery of our hospital and clinic services and overall patient/customer satisfaction.

The SEM identifies areas of needed improvement and takes action to facilitate those changes while cultivating a diverse work environment dedicated to the continual progression of diversity practices.

The SEM will serve on various committees within the organization to glean ongoing input ensuring the program’s effectiveness.

Minimum Education

• Bachelor's Degree

Minimum Work Experience

• 2 years customer service, marketing, or other relevant healthcare experience

Required Licenses/Certifications

Required Skills, Knowledge, and Abilities

• Extreme diplomacy and tact
• Excellent human relations and oral/written communication
• Strong coaching and facilitation skills
• Learns quickly and can work independently
• Ability to design, manage, and execute large scale training initiatives
• Ability to analyze performance metrics and develop improvement strategies
• Exceptional organizational skills
• Manage resources and staffing to support service excellence initiatives
• Proficient in development and design of training materials
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook)
• Ability to learn and utilize multiple computer applications