Process Manager - Service Excellence Cheraw Area

Process Manager - Service Excellence Cheraw Area

SC, United States (On-site)

• Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values.
• Plans, leads and implements key patient experience improvement projects to increase patient/family satisfaction, improve quality, and optimize workflow by reducing waste, errors, and rework.
• Facilitates patient experience improvement projects through collaboration with process owners, stake holders, and subject matter experts(SMEs).
• Develops project timelines, reports, recommendations, and implementation plans
• Collects, analyzes, and interprets data from internal (patient feedback, complaints, etc) and external (CAHPS, etc) to identify trends, strengths, and opportunities for improvement.
• Provides guidance and direction to operational leadership with project status updates, feedback, and clear reporting on patient experience metrics and outcomes.
• Serves as a liaison and advocate for patients, families, and visitors – ensuring needs, concerns, and complaints are addressed in compassionate, timely, and professional manner.
• Develops and delivers education, tools, and training for leaders and teams to advance patient engagement and service recovery skills.
• Champions continuous improvement culture by integrating lean methodologies with patient voice to design and sustain patient
  -and family- centered care practices.
• Collaborate with Optimization Process Managers to ensure strategic alignment for the organization. promote and champion using the patients voice in improvement while encouraging and contributing to continuous improvement efforts.
• Acts as at transformational leader by driving cultural change, fostering accountability, and ensuring patient experience strategies are embedded into organizational process
• Primary source of educational and training assistance for nursing
• Will address training needs as identified and prioritized by Nursing Leadership & coordinate skills fairs as assigned

Participate in the immediate work of the Nurse Education Affinity Group to manage, create, and update policies

Works

Schedule:

80 Hours Bi-weekly

Qualifications /Training:

• 3-5 years’ experience in process improvement using Lean methodologies or related experience, healthcare setting preferred.
• Strong skills in communication, team facilitation, project management and service recovery
• Demonstrated ability to analyze data, engage stakeholders, and drive measurable outcomes in patient experience initiatives.
• Experience in teaching, mentoring and evaluating adult learning outcomes

Licenses/Certifications/Registrations/

Education:

· RN or LPN SC licensure and BLS required,

· Completion of a qualified RN or LPN program required;
Bachelor’s Degree in Business, Engineering, Nursing, Public/Allied Health, or other related field preferred.

Founded in 1906, McLeod Health is a locally owned and managed, not for profit organization supported by the strength of more than 900 members on its medical staff and more than 2,900 licensed nurses. McLeod Health is also composed of approximately 15,000 team members and more than 90 physician practices throughout its 18-county service area . With seven hospitals, McLeod Health operates three Health and Fitness Centers, a Sports Medicine and Outpatient Rehabilitation Center, Hospice and Home Health Services.

The system currently has 988 licensed beds , including Hospice and Behavioral Health. The hospitals within McLeod Health include:
McLeod Regional Medical Center, McLeod Health Dillon, McLeod Health Loris, McLeod Health Seacoast, McLeod Health Cheraw, McLeod Health Clarendon and McLeod Behavioral Health.

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today. We are an equal opportunity employer.

• Job Identification 26882
• Job Category Clinical Professional
• Posting Date 07/31/2026, 05:35 PM
• Degree Level Associate Degree
• Job Schedule Full time
• Job Shift 8:00am - 5:00pm
• Locations 711 Chesterfield Hwy, Cheraw, SC, 29520, US (On-site)