Performance Improvement Coordinator

 Job Summary

The Performance Improvement Coordinator will help drive improvement opportunities across the organization while simultaneously working to enhance patient experience and provider experience. This role will also perform daily functions across other team member roles when needed.

Duties and Responsibilities

· Drive productivity, efficiency, and effectiveness within operations to provide optimal patient experience and provider experience in a financially sustainable manner.

· Develop and implement effective strategies to meet or exceed goals.

· Monitor both leading key performance indicators and lagging key performance indicators to prioritize where efforts are needed.

· Collaborate with team members across marketing and community engagement, information services, and other areas to effectively align efforts.

· Collect, organize, and analyze data from multiple sources to identify patterns, trends, and contributing factors to problems.

· Identify opportunities for improvement by analyzing current workflows, conducting root cause analyses, and developing solutions to optimize processes.

· Lead and coordinate performance improvement projects, set timelines, allocate resources, and ensure successful completion of initiatives.

· Develop and deliver training for team members on process changes and best practices.

· Handle escalated inquiries, complaints, and issues, ensuring high levels of patient satisfaction.

· Lead and facilitate formal root cause analysis within administrative operations for nonconformities.

· Develop corrective action plans that address root causes, include measurable outcomes, and assign ownership and timelines for implementation.

· Organize and allocate resources effectively while mitigating unnecessary costs.

· Collaborate with team members to ensure cohesive messaging and alignment with organizational priorities.

· Influence team members by providing guidance, motivation, and feedback.

· Prioritize work to achieve maximum results in a timely manner.

· Develop and execute relevant policies, procedures, work instructions, and forms within Quality Manual.

· Uphold FHN’s mission, vision, and values in all professional activities.

· Perform other duties as assigned.

Skills, Knowledge, Credentials, and Experience

Required:

· Attention to detail and commitment to continuous improvement.

· Strong analytical skills and ability to derive and translate insights from data into actionable items.

· Strong project management skills with the ability to handle multiple initiatives simultaneously.

· Strong organizational skills.

· Excellent interpersonal and relationship-building skills.

· Excellent oral and written communication skills.

· Ability to navigate ambiguity while working toward greater clarity.

· Advanced skills in Microsoft Excel.

· Bachelor Degree in Business or a related field.

· Travel to locations within service area as needed.

Preferred:

· Experience with business intelligence platforms.

· Lean, Six Sigma, or other performance improvement methodologies.

· Graduate Degree in Business or a related field.

· One or more years of relevant experience.

Special Requirements

Work Hours:

40-hour workweek, with flexibility to work evenings and weekends as needed. This position requires prolonged sitting, some bending, stooping, and stretching. It requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment. It also requires a normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. This position may require travel between sites and the ability to interact with others in both small and large group settings. At times, this position may include periods of extended physical activity, such as walking/standing at community events and/or moving and distributing educational materials. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.