Service Excellence Coach

This listing is no longer available. _______________________________________
The Service Excellence Coach is expected to provide coaching and/or training to SMF and SIP physicians and practices within Sutter Medical Foundation (SMF), as needed. The aim of the Service Excellence Coach is to develop consistently excellent service and communication skills across all SMF facilities and SIP practices to increase patient satisfaction, physician satisfaction and employee satisfaction. This position will train and promote evidence-based best practices for service behaviors and communication skills. Using a model of inquiry, the Service Excellence Coach acts as a change agent, gaining commitment and eliciting follow-through from coaching clients. The Service Excellence Coach will design and develop action plans and training resources to meet the needs of coaching clients throughout the organization.

Primary Location
Sacramento, CA

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity, or expression, ancestry, national origin, age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy, childbirth or related medical condition, genetic information or any other characteristic made

MINIMUM POSITION REQUIREMENTS

Education:
Bachelor’s degree in Healthcare Administration, Human Resources, Communications, Behavioral Health, Psychology, Counseling, Training & Development, Organizational Leadership, Performance Improvement or equivalent education and experience is required.
International Coach Federation (ICF) ACC or greater is required (or must be obtained within 24 months of hire).
PXi – CPXP is desired.

Experience:
• Experience working in healthcare operations is required. Ambulatory medical practice setting is preferred.
• Experience influencing behavior change through coaching, counseling, training, managing or mentoring is required.
• Process improvement experience is highly desired and process improvement with a focus on patient experience and patient satisfaction is preferred.
• Curriculum development and training experience are preferred.
• Project management experience desirable. Knowledge management experience desirable. Grant writing experience desirable.

Knowledge:
• Knowledge of the operations of a healthcare system and/or a medical office is required.
• Knowledge of IFC Coaching Core Competencies is required.
• Knowledge of practices/protocols for working with Patient Family Advisors is highly desirable.
• Knowledge of Lean management and process improvement tools is preferred.
• Excellent knowledge of Microsoft Outlook, Word, Excel, and Power-Point applications in a Windows environment is essential.
• Ability to effectively use external sources of information (like the internet, research journals and professional affiliations) is required.

Special Skills/Equipment
• Must have excellent verbal and interpersonal communication skills, be an effective listener with an understanding of how to influence and motivate others
• Must have proficiency with inquiry-based coaching techniques.
• Must be able to develop and maintain effective relationships with physicians, management, support staff, patients and coworkers. Proven client-customer relations skills are required.
• Excellent facilitation and presentation skills are required.
• Must be able to work with people with various backgrounds and experiences.
• Must have excellent organizational, analytical and critical thinking skills, enabling an individual to work collaboratively with others at all levels of the organization.
• Must have the ability to effectively deal with multiple priorities in a fast-paced, ever-changing environment.

Click here to apply online.