Customer Loyalty Specialist

OhioHealth • Shelby, NC

7d

About The Position

The Customer Loyalty Specialist presents a caring, positive image of the care site and Customer Experience department to patients, families, visitors, and associates. The role manages the intake, investigation, resolution, and documentation of customer inquiries and concerns received by telephone, in person, or in writing, using active listening and crisis communication skills. The specialist gathers relevant information and works with associates, leaders, physicians, and Risk Management to resolve concerns and follow up to ensure timely resolution.

The position maintains the hospital-wide concern database, monitors care-site concern work lists, and supports tracking and trending of patient satisfaction and process improvement. It coordinates system programs such as associate recognition and service-recovery amenities, including par levels, expenditures, and budgets. The specialist also coordinates care-site grievance meetings to support regulatory compliance and oversees Customer Experience office administration, including supplies, time and attendance, and customer-facing desk coverage. Additional duties include responding to public inquiries, supporting special projects and other Customer Experience associates, and coordinating the daily functions of office volunteers.

Requirements

• Communications, Public Relations, Social Sciences, or health-related field education, or equivalent healthcare experience.
• Knowledge of conflict resolution, interpersonal communication, win-win negotiations, and medical terminology.
• Typing, Microsoft Office Suite, database management, and data analytics skills.
• Excellent communication, customer service, time management, and organizational skills.
• Two years of experience in a consumer advocacy or service role.

Responsibilities

• Receive, investigate, and resolve customer inquiries and concerns submitted by telephone, in person, or in writing, using active listening and crisis communication skills.
• Gather pertinent information and contact appropriate associates, leaders, or physicians to route or resolve concerns and achieve mutually satisfactory outcomes.
• Partner with Risk Management to resolve customer concerns.
• Provide decision-making consultation to department associates on procedures and concern resolution.
• Document thorough and factual information in the concern database.
• Monitor care-site concern work lists daily to support fair and timely resolution.
• Assist Customer Experience Specialists and care-site leadership with tracking and trending patient satisfaction information arising from concern resolution.
• Partner with Customer Experience Specialists on process improvements related to customer concerns.
• Coordinate system programs, including reward and recognition and service-recovery amenities; maintain par levels and manage related expenditures and budgets.
• Coordinate care-site grievance meetings to support regulatory compliance.
• Oversee Customer Experience office administrative operations, including office supplies, time and attendance, and customer-facing desk coverage.
• Represent the organization to the public by responding to daily impromptu inquiries.
• Support special projects, scheduling, and other Customer Experience associates as requested.
• Coordinate the daily functions of volunteers working in the Customer Experience office.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed