Customer Experience Specialist

Woburn Hospital • Goshen, IN

10d

About The Position

The Customer Experience Specialist is responsible for fostering high levels of customer service by coordinating information provided by patients and their families. The Specialist will seek to provide timely and accurate information to patients, their families and organization leadership. The Specialist provides assistance with performance process improvement initiatives of the health system, monitoring performance indicators and analyzing data to determine patterns and trends. The Specialist coordinates ongoing development and implementation process improvement methods and systems to improve service, based on results of the patient satisfaction measures. The Specialist will provide leadership to the Service Recovery process.

Requirements

• Bachelor degree in clinical specialty such as nursing, social work, or other clinical areas.
• Three to five years of experience in a health care organization.
• Strong written and verbal skills.
• Ability to prioritize multiple projects.
• Computer knowledge of Microsoft tools such as Outlook, Excel, Word and Power Point.
• Demonstrated ability to work effectively with other health professionals at all levels of a health care organization.

Nice To Haves

• Leading DIGs, RIEs and projects within Goshen Health’s TUL system.
• 2 years or more in health care leadership role.
• Experience with EMRs and risk reporting software.
• CSHRM certification within 18 months of hire.

Responsibilities

• Coordinate information provided by patients and their families.
• Provide timely and accurate information to patients, their families, and organization leadership.
• Provide assistance with performance process improvement initiatives of the health system.
• Monitor performance indicators and analyze data to determine patterns and trends.
• Coordinate ongoing development and implementation of process improvement methods and systems to improve service, based on results of patient satisfaction measures.
• Provide leadership to the Service Recovery process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level