Manager, Clinical Effectiveness and Service - Watterson Towers -

Company: Norton Healthcare ( Learn More )

General Information
US-KY-Louisville
N/A
None
Full-Time
None
Not Specified
False
False
Job Description About Norton Healthcare 

For more than 125 years, Norton Healthcare’s faith heritage has guided its mission to provide quality health care to all those it serves. Today, Norton Healthcare is a leading health care system based in Louisville, Ky. It is the area’s third largest private employer, providing care at nearly 140 locations throughout Greater Louisville and Southern Indiana. The Louisville-based not-for-profit system includes five Louisville hospitals with more than 1,800 licensed beds; five outpatient centers; 12 Norton Immediate Care Centers; 12,000 employees; more than 600 employed medical providers; and in excess of 2,000 total physicians on its medical staff. Norton Healthcare was the 2011 recipient of the prestigious National Quality Forum National Quality Healthcare Award, along with the 2011 Kentucky Hospital Association Quality Award. The organization has consistently been recognized as one of the best places to work in Metro Louisville, the state of Kentucky and nationally. Norton Healthcare and Humana are one of only four national pilot sites, and the only one in Kentucky, to study the Accountable Care Organization (ACO) model through the prestigious Brookings – Dartmouth ACO Pilot Project. More information about Norton Healthcare is available at NortonHealthcare.com.     

Responsible for developing and maintaining comprehensive customer service programs for Norton Healthcare (NHC), including training, key messaging, patient communication, and individual accountabilities. Identifies best practices and employee recognition needs and incorporates into programs and key customer processes. As a key driver of value-based care, will align and work closely with other members of the system’s improvement network team to ensure all processes deliver care that anticipates and exceeds our customer’s expectations in the most efficient/ cost-effective manner possible. Will also assist NHC managers in establishing meaningful performance standards, program budgets, measurements of success, and sustaining gains related to any value-based service excellence improvement initiative.
Job RequirementsRequired
  • Bachelor’s degree preferred; equivalent combination of education and experience acceptable
  • Five years progressive leadership experience in a healthcare setting to include experience in leading teams that impact customer service

  • Computer, Copier, Fax, Telephone, Blackberry, and Microsoft Office Suite

Desired

  • Formal Performance Improvement Training, LEAN Training

  • Experience in customer service program development and training; experience with data analysis and decision-making skills based on interpretation of data; assisting leadership with utilization of data and other control measures to ensure that service excellence gains are sustained; understanding of value-based purchasing and impact that service excellence and related results/ metrics drive reimbursement

Norton Healthcare offers a competitive benefit package including:
  • Medical, Dental and Vision Insurance
  • Paid Vacation, Sick Days and Holidays
  • Short and Long Term Disability  
  • 403b Plan
  • Flexible Spending Accounts (FSA)
  • College Savings Plan
  • Children's Choice Day Care Center
  • Downtown Fitness Center
  • Free Parking
  • Screening Requirements: Drug Screen & Criminal Background Check

Norton Healthcare is an EEO/AA employer