Beth Israel Deaconess Medical Center Practice Service Excellence Specialist in Needham, Massachusetts

Practice Service Excellence Specialist

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Job LocationNeedham, Massachusetts

Req ID 20600BR

Department Description: Beth Israel Deaconess HealthCare is a network of more than 100 highly-skilled primary care physicians and specialists who are affiliated with the renowned Beth Israel Deaconess Medical Center in Boston, Beth Israel Deaconess Hospital-Needham, Beth Israel Deaconess Hospital-Milton and Beth Israel Deaconess Hospital-Plymouth. Our Central Office is located in Needham, MA.Job Location: Needham, MAReq ID: 20600BRJob Summary: Under the leadership of the Director of Organizational Development, the Service Excellence Specialist assists in maintaining and expanding the culture of service excellence to strengthen the patient experience throughout Beth Israel Deaconess HealthCare (BIDHC).

The Service Excellence Specialist will work collaboratively with Service Excellence leadership, practice management and clinical staff to translate the concepts of service excellence and patient experience into actionable behaviors.

Essential Responsibilities:

  • Manage patient satisfaction data collection, analysis and reporting.

  • Interpret patient satisfaction and user experience results and communicate them to necessary parties with actionable recommendations for maintenance or improvement.

  • Develop and implement strategies for ongoing service excellence improvements that are in alignment with organizational goals.

  • Provide service excellence-related training for BIDHC staff.

Required Qualifications:

  • High School diploma or GED required. Bachelor's degree in Business, Customer Service, Healthcare or related field preferred.

  • 1-3 years related work experience required in Healthcare environment or organization where customer service is strategically aligned to the core business..

  • Ability to multitask and inspire teams to improve collaborative processes and customer service skills to better meet and exceed patient expectations.

  • Understanding of research methodology and data analysis/interpretation.

  • Ability to interface with Leadership/Management at all levels. Superb verbal and written communication with ability to present professionally to groups of various sizes

  • Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications. May produce complex documents, perform analysis and maintain databases.


  • Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

  • Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

  • Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

  • Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.

  • Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

  • Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

  • Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally