Customer Care Coordinator
About The Position
The Customer Care Coordinator works under the general supervision of the VP of Community Services to develop, assess, evaluate, analyze, and respond to patient service issues across the organization and help implement customer service standards. The position investigates and documents patient complaints, completes post-discharge surveys, supports analysis of customer service outcomes, and coordinates organization-wide efforts to improve patient services. This is a full-time, non-exempt hourly position averaging 37.5 hours per week. The routine schedule is Monday through Friday, with daytime, evening, and weekend hours required. A flexible schedule may be approved by the supervisor. The role may be performed remotely, but the employee should average 15 hours per week in the office. The position 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; an equivalent combination of education and experience is acceptable.
- 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 basic arithmetic and compute rates, ratios, and percentages, and to 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 promptly document outcomes of patient complaints; provide summaries to staff managers and written documentation to involved patients.
- Complete required post-discharge surveys and enter survey data in a timely manner.
- Lead, develop, and maintain a customer service advisory team representing departments across 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 improvements to customer services.
- 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.
