Customer Navigation Specialist

Houston Methodist · Houston, TX · 1 mo ago

OTHRFull-time

FLSA STATUS: Non-exempt

Education:

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Bachelor's degree preferred

Experience:

Three years proven experience in customer service, client relations, or a related role

Knowledge and Abilities:

Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
Demonstrates strong problem-solving and critical-thinking skills
Communicates clearly and professionally, both verbally and in writing, with internal stakeholders and external suppliers
Ability to manage multiple priorities effectively in a fast-paced environment

Responds to customer inquiries from internal and external stakeholders, ensuring timely and effective resolution of Supply Chain needs.
Collaborates with appropriate partners to address and resolve issues, including escalations, in a coordinated manner.
Provides proactive follow-up to confirm issues are fully resolved and customer expectations are met.

Responds to assistance requests received through the Supply Chain HUB, phone, email, and other channels; routes inquiries to the appropriate teams and documents resolution.
Partners with internal teams to address customer concerns and provides guidance on products, services, policies, and procedures to support informed decision-making.
Translates insights into actionable feedback to improve service delivery, responsiveness, and issue resolution across the Supply Chain team.
Analyzes Supply Chain service data to identify trends, track performance, and generate reports for leadership.

Utilizes sound judgment and analytical skills to resolve inquiries from end users and suppliers by reviewing relevant system data to assess status and determine appropriate next steps.
Maintains clear, accurate documentation of all actions taken on inquiries within Supply Chain systems.
Records status updates, ownership, and next steps to ensure visibility of the responsible party (e.g., buyer, vendor, or internal department) and resolution progress.
Ensures accuracy and compliance in all interactions by adhering to established supply chain policies, procedures, and service standards; proactively identifies and escalates potential risks, discrepancies, or process gaps that could impact operations or customer experience.

Utilizes resources with cost effectiveness and value creation in mind.
Self-motivated to independently manage time effectively and prioritize daily tasks, assisting coworkers as needed.
Uses resources effectively and efficiently.
Organizes time effectively, minimizing incidental overtime, and sets priorities.
Utilizes time between heavy workloads efficiently and helps other team members.

Seeks opportunities to identify self-development needs and takes appropriate action.
Ensures own career discussions occur with appropriate management.
Completes and updates the Individual Development Plan on an ongoing basis.
Stays up to date on Supply Chain processes and services, industry trends, and the latest best practices in customer service navigation.
Proactively identifies opportunities to improve customer service processes and enhance overall customer satisfaction.

Note that employees may be required to be on-call during emergencies (i.e., disaster, severe weather events, etc).

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