Job Summary
Serves as champion of customer service and key stakeholder in the development of service excellence best practice programs and training. Provides service focused support where needed to drive the delivery of system-wide service excellence.
Job Specific Duties
Under the guidance and strategy designed by the leader, expands and develops the service excellence program at the hospital to support strategic initiatives and drive customer satisfaction.
Researches and provides learning solutions that deliver effective knowledge and skill transfer, including instructor-led, e-learning, job aides, etc.
Under the supervision of department leader, facilitates the design and delivery of customer service programs, including collaboration with Learning & Development to create online tools for such programs.
Facilitates new employee orientation, department training, and/or mentors staff to emphasize culture behavior changes in order to achieve higher overall customer satisfaction results.
Generates visually appealing booklets, presentations, newsletters, and/or graphics using service excellence data to support leaders and drive action plans.
Develops and cultivates relationships with organizational service champions in an effort to promote understanding of service initiatives.
Conducts observation in clinical and non-clinical areas, analyzes data collected, and provides best practice and guidance to drive service excellence.
Leverages the voice of the patient by actively reviewing patient satisfaction comments, social media posts, and complaint data to promote recognition and in conjunction with department leader identify areas of improvement.
Oversees the service excellence recognition program.
Creates and promotes a yearly calendar of customer service training classes.
Assists manager with staffing needs and development through observations, schedules, huddles, and overall support. F: Daily/T: 1 hour R:
Minimum Job Requirements
Associate's Degree in Communication or other other relevant field
3-5 years of experience in customer service
Knowledge, Skills, and Abilities
Excellent customer service skills with ability and/or experience in training.
Bilingual in English/Spanish preferred.
Ability to communicate effectively both verbally and in writing.
Ability to appropriately interact with patients, caregivers, physicians, and multidisciplinary coworkers in all work related situations.
Able to maintain confidentiality of sensitive information.
Able to relate cooperatively and constructively with customers.
Able to react positively to unplanned circumstance, demands, and challenges.
Able to demonstrate reflective listening skills.
Knowledge in use of computer and ability to learn appropriate applications.
