Director, Support Operations
Job Summary
Position is responsible for Customer Relationship Management (CRM) for patients, families, and physicians at the hospital level. This position includes development and implementation of initiatives to drive behavior change, process improvement and environment changes based on customer wants and needs. This position works closely with the CEO and the Memorial Hermann CRM team, develops objectives and goals, specific to the facility, to achieve best-in-class customer satisfaction.
Job Description
Minimum Qualifications: Education - Bachelors degree; Licenses/Certifications - None; Experience/Knowledge/Skills - One (1) year of education, customer service or process improvement experience; Experience in leading and managing multi-functional teams to improve processes; Excellent communication skills (written, verbal, and listening); Excellent interpersonal and organizational skills; Experience in using both qualitative and quantitative consumer information to drive customer satisfaction.
Principal Accountabilities
Plans and coordinates overall program to assure excellent customer service in all areas; develops improvement programs based on identified customer service needs; analyzes and interprets customer service surveys.
Works in collaboration with the Memorial Hermann CRM department in developing and implementing initiatives designed to improve the customer experience either through behavior change, process improvement or environmental factors.
Accountable for making measurable improvements in customer satisfaction measures and achievement of Memorial Hermann targets and goals with respect to customer opinion and services.
Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention.
Provides education to staff on complaint management, patient rights, and customer service.
Resource for leadership in hospital for customer satisfaction surveys and process improvement around the patients and families and physicians experience.
Leads and participates in cross-functional teams to manage initiatives related to the customer experience.
Demonstrates organizational agility to keep CRM initiatives moving forward.
Ensures hospital customer service projects are completed on time and on budget.
Presents to various audiences ranging from customer service modules for employees to presentations for hospital leadership.
Works with performance improvement techniques to proactively implement systems (people, processes, and technology) to enhance the customer’s experience.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences.
Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.