Schedule: 4:00 p.m. - 8:00 p.m., weekends as needed
This position embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values. These standards are evident in the daily work, which includes daily patient rounding to proactively listen to the voice of the customer. Facilitates communication when complaints are made while the customer is still in the facility. Reports complaint to staff involved and department manager. Works as liaison with patient and staff to resolve the issues surrounding the customer’s complaint. Responsible for speaking with the customer before the customer leaves the facility (whenever possible) and offering an apology on behalf of the organization. Follows up with communication to close loop with all involved. (NOTE: Departments may refer customer complaints or concerns to Patient Experience by telephone, voice mail, e-mail, or survey/letter.) Documents interaction for trending purposes. Meets with Department Managers monthly to share trends and develop action plans for improvement opportunities. Facilitate Customer Service training sessions. Coordinates and presents Customer Service skills training. Assist department manager to plan and implement method to support effective and delete ineffective practices. Successfully complete the grievance process including 7 day and 30 day letter.
High school graduate required.
Associates degree preferred
Minimum of 3 years experience in hospital, customer services or related field.
Supervisory, lead and/or training experience preferred.
Aptitude to work independently in changing environment.