Director - Service Excellence

MultiCare Health System
paid time off
United States
Jul 02, 2025
You Belong Here. At MultiCare, we strive to offer a true sense of belonging for all our employees. Across our health care network, you will find a dynamic range of meaningful careers, opportunities for growth, safe workplaces, and flexible schedules. We are connected by our mission - partnering and healing for a healthy future - and dedicated to the health and well-being of the communities we serve. FTE: 1.0 Shift: day, Schedule: 8:00 - 4:00 Position Summary The Director -Service Excellence Intelligence and Technical Operations has system wide oversite of all aspects of Patient Experience surveying, data analytics and reporting and well as administrational duties for technical operations to include Rounding, Discharge Phone Calls, Star Ratings and other tools used to support the optimization of the Patient Experience. This role has managerial responsibility for our Service Excellence data analysts, leads process improvement work, acts as chief consultant on trends, focuses on improvement areas and performance against targets or benchmarks. In partnership with the Chief Patient Experience Officer, the Director of Service Excellence Intelligence and Technical Operations sets the strategic direction for all aspects of technical operations, the tools and tactics to support as well as Data orchestration, analytics and reporting. In this capacity, the Director Service Excellence Intelligence and Technical Operations leads the analytical team, comprised of regional Analytic Consultants as well as Administration, Training and Support. Additionally, they are responsible for system wide and executive level analytics. The Director analyzes data to shore up actionable opportunities to improve performance for Executive Leaders on the ideal patient experience. As a consultant to Chief Operating Officers, Nurse and Physician Executives, Hospital and Network Presidents , Executive Vice President and other senior executives, they meet the patient where they are at, in patient care settings, medical practices or other areas, gaining an appreciation for how the work is carried out. Using the combined advanced knowledge of information technology, healthcare/clinical data, best practices/tactics, data analysis, predictive modeling, and analytics the Director , is responsible for project reporting and data analysis of market and customer research staying abreast of industry trends, population health initiatives and operational needs to identify key influences on consumer health care choice, engagement and experience across diverse settings and populations. The team the Director leads conducts training and learning opportunities for operational leaders in partnership with the Service Excellence Coaching team, oversees our Service Excellence Website presence and manages our online learning platform. This position plays a key role in reporting findings and in identifying successes, sharing best practices and reporting trends across the Health System. Hospital-based leaders may have a dual matrixed reporting structure. Requirements Bachelor's degree in computer science, business, or related field. Master's Degree preferred 10+ years' experience in process improvement 10+ years' experience in an analytical or consulting role 5 years of experience in a supervisory, managerial or lead capacity Survey development and creation experience 3 years experience with rounding applications or other patient experience platforms Extensive experience working with and communicating with senior leadership, clinicians, and technical teams Education and or experience with quantitative and qualitative data analysis and methodologies Experience presenting to large diverse audiences Experience working in a clinical care environment Research experience and/or related coursework which includes design, methodology selection, sample management and field management of surveys Our Values As a MultiCare employee, we'll rely on you to reflect our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness. Our values serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other. Why MultiCare? Belonging: We work to create a true sense of belonging for all our employees Mission-driven: We are dedicated to our mission of partnering for healing and a healthy future and the patients and communities we serve Market leadership: Washington state's largest community-based, locally governed health system Employee-centric: Named Forbes "America's Best Employers by State" for several years running Technology: "Most Wired" health care system 15 years in a row Leading research: MultiCare Institute for Research & Innovation, 40 years of ground-breaking, clinical and health services research in our communities Lifestyle: Live and work in the Pacific Northwest - offering breathtaking water, mountains and forest at every turn Pay and Benefit Expectations We provide a comprehensive benefits package, including competitive salary, medical, dental and retirement benefits and paid time off. As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into each position. The pay scale is $115,128.00 - $165,672.00 USD. However, pay is influenced by factors specific to applicants, including but not limited to: skill set, level of experience, and certification(s) and/or education. If this position is associated with a union contract, pay will be reflective of the appropriate step on the pay scale to which the applicant's years of experience align. Associated benefit information can be viewed here.