Customer Experience Supervisor

About the role

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Reporting to a Customer Experience Manager, the Supervisor is responsible for managing the day-to-day operations and workflow of the Service Excellence Ambassadors and/or Customer Loyalty Specialists. An operational leader responsible for the development of world class standards and overseeing the coordination, execution, and management of those standards. In conjunction with the key department leaders, manages the navigation, education, advocacy and coordination of care of patients and families with assurance of high quality care, continuous process improvement, optimal productivity, efficient utilization of resources and customer satisfaction. Manages the navigation between the patient, family and hospital staff ensuring all needs are being met. Oversees the Service Excellence Ambassadors and/or Customer Loyalty Specialists, addressing any health care disparities and barriers to care for patients, including facilitation of communication across the continuum of care. The supervisor is responsible for providing mediation/issue resolution throughout the care site so that optimal quality and communication can be achieved. This position supports the development, implementation and coordination of programs and services that promote a positive customer experience and patient satisfaction through promoting, coaching and teaching the customer service behaviors, and/or overseeing satisfactory resolution of pt. concerns, to include adhering to regulatory standards. The Customer Experience Supervisor will work to build relationships with patients, families and staff to create an environment where optimum customer experiences and positive patient satisfaction flourishes. Responsible for providing personalized guidance and support that promotes a positive patient and family experience throughout their care continuum. Join us! if your passion is to work in a caring environment if you believe that learning is a life-long process if you strive for excellence and want to be among the best in the healthcare industry. Department: Guest Services and Ambassadors.

Responsibilities

• Provides mediation/issue resolution throughout the care site so that optimal quality and communication can be achieved.
• Develops and coordinates programs and services that promote a positive customer experience and patient satisfaction.
• Provides coaching and personalized guidance to Service Excellence Ambassadors and/or Customer Loyalty Specialists to help them promote positive patient and family experience throughout their care continuum.
• Training and scheduling of associates as well as conducting performance evaluations.
• Manages special project requests/assignments including planning, scheduling, analysis, and issue identification.
• Manages/navigates patients education and advocacy, coordination of care with assurance of high quality care, continuous process improvement, optimal productivity, efficient utilization of resources and customer satisfaction.
• Addresses health care disparities and barriers to care for patients.
• Assists in providing customer service training; coaching associates on appropriate behaviors, conflict resolution, tactical responses and skills to promote positive perceptions.
• As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
• The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Qualifications

• High School or GED (Required)
• Healthcare Administration, Business Administration or related/appropriate area required or equivalent Experience
• Minimum of 5 + years of relevant professional Experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position
• Healthcare and customer service Experience required
• Understanding of hospitality and concierge services
• Conflict management skills and strategies; service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers
• Computer proficiency and