Director, Support Operations

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for Customer Relationship Management (CRM) for patients, families, and physicians at the hospital level. This position includes development and implementation of initiatives to drive behavior change, process improvement and environment changes based on customer wants and needs. This position works closely with the CEO and the Memorial Hermann CRM team, develops objectives and goals, specific to the facility, to achieve best-in-class customer satisfaction.Job Description

Minimum Qualifications Education: Bachelors degree Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• One (1) year of education, customer service or process improvement experience

• Experience in leading and managing multi-functional teams to improve processes

• Excellent communication skills (written, verbal, and listening)

• Excellent interpersonal and organizational skills

• Experience in using both qualitative and quantitative consumer information to drive customer satisfaction

Principal Accountabilities

• Plans and coordinates overall program to assure excellent customer service in all areas; develops improvement programs based on identified customer service needs; analyzes and interprets customer service surveys’ works with directors, managers, and front line staff to achieve desired outcomes; reports regularly at departmental meetings, hospital and medical staff committees and service lines.

• Works in collaboration with the Memorial Hermann CRM department in developing and implementing initiatives designed to improve the customer experience either through behavior change, process improvement or environmental factors.

• Accountable for making measurable improvements in customer satisfaction measures and achievement of Memorial Hermann targets and goals with respect to customer opinion and services.

• Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention. Provides education to staff on complaint management, patient rights, and customer service.

• Resource for leadership in hospital for customer satisfaction surveys and process improvement around the patients and families and physicians experience.

• Leads and participates in cross-functional teams to manage initiatives related to the customer experience.

• Demonstrates organizational agility to keep CRM initiatives moving forward.

• Ensures hospital customer service projects are completed on time and on budget.

• Present to various audiences ranging from customer service modules for employees to presentations for hospital leadership.

• Works with performance improvement techniques to proactively implement systems (people, processes, and technology) to enhance the customer’s experience.

• Acts as a resource to the Clinical effectiveness department to ensure accurate measurement of our customer survey process.

• Facilitates hospital level coordination for membership programs and 222-CARE.

• Assures that revenue, expenses, contribution margin and FTE’s meet or exceed budget; prepares and submits budget and related reports; forecasts and accurately projects expenses; takes corrective action to address negative variances; identifies and proposes capital budget items appropriately.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.