Service Excellence Coordinator

Franciscan Alliance • Indianapolis, IN

3d • Onsite

About The Position

With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers that provide compassionate, comprehensive care for our patients and the communities we serve. WHAT YOU CAN EXPECT Part-time, 24 hours-per-week, benefit eligible. Monday through Thursday from 11:00 a.m. to 4:00 p.m. and Friday 12:00 p.m. - 4:00 p.m. Coordinate the intake and distribution of complaints and grievances. Monitor, document, & distribute messages on the Physician and Nurse’s comment lines and other internal comment lines. Provide training for staff related to the complaint and grievance process through formal and informal education and training. Create materials necessary for effective and timely training of staff and others. Produce reports regarding complaint and grievances and patient satisfaction surveys and then distribute them to appropriate personnel. Maintain knowledge of all essential operations of the Service Excellence Department and work with the manager to coordinate efforts. Recognize inefficiencies and work with manager to correct. Work with Cultural/Mission Coordinator to assure effective operation of interpreting requests. Coordinate the intake and distribution of Service Excellence Employee Recognition awards.

Requirements

• High School Diploma/GED Required
• 5 years Customer Service Required

Responsibilities

• Coordinate the intake and distribution of complaints and grievances.
• Monitor, document, & distribute messages on the Physician and Nurse’s comment lines and other internal comment lines.
• Provide training for staff related to the complaint and grievance process through formal and informal education and training.
• Create materials necessary for effective and timely training of staff and others.
• Produce reports regarding complaint and grievances and patient satisfaction surveys and then distribute them to appropriate personnel.
• Maintain knowledge of all essential operations of the Service Excellence Department and work with the manager to coordinate efforts.
• Recognize inefficiencies and work with manager to correct.
• Work with Cultural/Mission Coordinator to assure effective operation of interpreting requests.
• Coordinate the intake and distribution of Service Excellence Employee Recognition awards.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees