Family Experience Specialist

Children's Healthcare of Atlanta • Brookhaven, GA

6d

About The Position

Contributes to the execution of Children’s service vision and strategies by partnering with campus leaders to ensure a customer experience that is seamless, consistent and special. Participates in the development of customer service strategies and ensures that the strategies are implemented consistently across the system. Participates in the development of customer service targets and performance improvements strategies. Consults with campus teams and customer service committees on results and improvement planning.

Requirements

• 3 years progressive experience in customer service, healthcare, or process improvement
• Experience influencing service leaders using data, solid reasoning and persuasion
• Experience managing external customer interactions by providing solutions and services that meet customer needs
• Experience leading teams and facilitating workshops
• Experience in developing and managing projects from start to finish with measurable results and operational impact
• Experience in redesigning customer processes, including demonstrated improvement in the customer experience
• Experience negotiating to identify win-win solutions
• Knowledgeable of best practices that provide superior customer experiences
• Knowledgeable of basic statistics and data analysis
• Advanced skills in Word, PowerPoint, and Outlook
• Expert skills in Excel
• Demonstrates the following skills in accomplishing job duties and responsibilities: Personal organization and time management Human relations and teamwork Personal adaptability Personal motivation Listening

Nice To Haves

• NA

Responsibilities

• Partners with campus leadership to influence customer service initiatives and processes. Is an active member of campus leadership meetings. Serves as leaders’ main point of contact for customer service department.
• Analyzes data (i.e. customer satisfaction survey results), observes and shadows in service areas, and identifies opportunities for service improvement. Provides detailed reports, recommendations and action plans to campus leadership.
• Attends and serves as service representative at service committee meetings. Ensures consistency in approach to service committees and action plans across the system.
• Understands the voice of our customers by regularly talking with our customers and analyzing customer data.
• Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system. Ensures consistency of customer service behaviors across the system. Works with other members of the customer service team (ambassadors and liaisons) to ensure consistency and seamlessness in service experience.
• Serves as a representative of Children’s in the process of resolving service complaints, disputes and delivering service recovery.
• Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees