Customer Care Coordinator
About The Position
Under general supervision of the VP of Community Services, the Customer Care Coordinator develops, assesses, evaluates, analyzes, and responds to patient service issues for the Organization and implements customer service standards. The role reviews and investigates patient complaints, completes post-discharge surveys, supports a comprehensive customer service program, and monitors the Organization’s Plan for Consumer Input. This is a full-time, non-exempt position requiring 37.5 hours per week. Work is routinely Monday through Friday and includes daytime, evening, and weekend hours. A flexible work schedule may be approved by the supervisor. The position may be performed remotely, but the employee should average 15 hours per week in the office. The role has no supervisory responsibilities.
Requirements
- Bachelor’s degree and at least 3 years of work experience related to patient satisfaction, customer care, or customer service, preferably in a human services environment, or an equivalent combination of education and experience.
- Ability to read, analyze, and interpret technical procedures.
- Ability to write reports and business correspondence.
- Ability to effectively present information and respond to questions from patients, other service providers, and staff.
- Ability to perform arithmetic with whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret and deal with several abstract and concrete variables.
Responsibilities
- Review, investigate, and document outcomes of patient complaints in a timely manner; provide a summary to the staff manager and written documentation to the involved patient.
- Complete required post-discharge surveys and enter survey data in a timely manner.
- Lead, develop, and maintain a customer service advisory team representing the organization to research, develop, implement, and evaluate an ongoing, comprehensive customer service program.
- Assist with developing reports that analyze customer service outcomes; meet with managers and department heads to discuss data and recommended customer-service improvements.
- Serve on the QA & Continuous Quality Improvement Committee and share findings and outcomes related to patient complaints, Perception of Care outcomes, and post-discharge survey completion status.
- Coordinate and facilitate focus groups.
- Monitor, update, and maintain the Organization’s Plan for Consumer Input.
- Attend required meetings and training sessions.
- Perform other duties as assigned.
