Supervisor Hospitality & Customer Experience

Job Description Summary

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.

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.
• Adds to the team’s ability to address 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.

Qualifications

• High School or GED (Required)
• 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
• Computer proficiency and Experience in the following environments: Microsoft Word, PowerPoint, Excel, Visio, Project