Customer Experience Specialist - Quality Improvement - FT - Days - MHM

Memorial Healthcare • Miramar, FL

2d

About The Position

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: The Customer Experience (CX) Specialist works with multiple internal and external sources to assess and gauge customer needs and requirements, ensuring alignment with system goals and priorities that result in enhanced patient and customer experiences.

Requirements

• ACCOUNTABILITY
• ANALYSIS AND DECISION MAKING
• CREATIVITY
• CUSTOMER SERVICE
• ONLINE PATIENT EXPERIENCE
• PROFESSIONAL CREDIBILITY
• RESPONDING TO CHANGE
• STANDARDS OF BEHAVIOR
• WEB & DIGITAL INDUSTRY
• Bachelors (Required)
• Two (2) years of related experience or two (2) years Customer Experience Journey Mapping.
• Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when required.

Responsibilities

• Collaborates with multi-departmental service line leaders and stakeholders, marketing and I.T. staff, patients, customers, and external user groups in early stage concepts to develop intuitive user experiences.
• Translates complex systems and technical requirements into simplistic diagrams, models and designs to facilitate shared understanding and create prototypes that provide customer and patient-focused solutions.
• Develops visualized experiences and designs systems for user interface, flows, interactions for web with wireframes, mockups, workflows, journey maps, and storyboards for multi digital channels to meet desired outcomes and interaction models.
• Leads in identifying and defining the customer expectations by gathering internal and external requirements from the patient perspective that translates into optimized customer journeys that produces exceptional patient satisfaction and creates best-in-class customer experiences (website architecture, design concepts, user interfaces, interaction models, prototypes, etc.).
• Conducts in-depth user research to design compelling online encounters that meet the business goals of the organization and the needs of the customer.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees