Customer Experience Specialist
Janesville, WI Janesville, WI Full-time Full-time Estimated:
$36.
8K - $46.
6K a year Estimated:
$36.
8K - $46.
6K a year 12 hours ago 12 hours ago 12 hours ago Overview:
The Customer Experience Specialist 1 is responsible for enhancing the healthcare experience for patients and their families.
The Customer Experience Specialist 1 is responsible for facilitating service recovery by utilizing the customer comment card/case sheet tracking system.
The Customer Experience Specialist 1 will intake customer comments via phone, letter, website, email and customer comment cards and help facilitate conflict management and complaint resolution using grievance standards and CMS regulations.
The Customer Experience Specialist 1 is a role model for service standards and coach leadership and partners through service recovery efforts, helping to enhance the perception of Mercyhealth and will contribute to improved patient satisfaction and subsequently, improved patient satisfaction scores.
The Customer Experience Specialist 1 participates in system-wide committees, teams and projects by generating needed reports as well as supports the Patient Rights and Responsibilities policy.
Responsibilities:
Intake and facilitate complaint and grievance management process using RL Solutions software (intake, investigation, processing, response, file maintenance) Manages survey processes and report functions Navigation of MHS EMR Knowledge of regulatory standards for rights, ethics and patient safety Perform proactive patient experience rounds on inpatients Communicating with patients via phone or face-to-face for proactive or reactive service recovery efforts while promoting teamwork and positive patient perceptions through managing up techniques Identifies and follows through with patient needs or requests Follow-up with all relevant stakeholders to ensure that service discrepancies have been resolved Be an expert in Critical Moments of Service standards Develops a relationship of trust with patient or family Provides information to the patient and their families regarding hospital policy, procedures and services.
Reinforces patient experience best practices and aligns patient perceptions with the successful execution of these best practices Assist nursing and support service leadership in identifying process improvement opportunities Provides meaningful, real-time, service excellence coaching to Mercyhealth partners Knowledge of industry best practices and initiatives to help departments achieve their patient satisfaction goals Complete occurrence reports for any qualifying events Complete documentation as appropriate including proactive patient rounding on CipherHealth Orchid Rounding application Education and
Experience:
High school diploma or equivalent and high level of customer service experience preferred.
Special Physicial Demands:
The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
The employee is frequently required to use hands to finger, handle, or feel.
The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision and ability to adjust focus.
Culture of Excellence Behavior Expectations:
To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work:
Embraces teamwork, supports and encourages positive change while giving value to individuals.
Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$36.
8K - $46.
6K a year Estimated:
$36.
8K - $46.
6K a year 12 hours ago 12 hours ago 12 hours ago Overview:
The Customer Experience Specialist 1 is responsible for enhancing the healthcare experience for patients and their families.
The Customer Experience Specialist 1 is responsible for facilitating service recovery by utilizing the customer comment card/case sheet tracking system.
The Customer Experience Specialist 1 will intake customer comments via phone, letter, website, email and customer comment cards and help facilitate conflict management and complaint resolution using grievance standards and CMS regulations.
The Customer Experience Specialist 1 is a role model for service standards and coach leadership and partners through service recovery efforts, helping to enhance the perception of Mercyhealth and will contribute to improved patient satisfaction and subsequently, improved patient satisfaction scores.
The Customer Experience Specialist 1 participates in system-wide committees, teams and projects by generating needed reports as well as supports the Patient Rights and Responsibilities policy.
Responsibilities:
Intake and facilitate complaint and grievance management process using RL Solutions software (intake, investigation, processing, response, file maintenance) Manages survey processes and report functions Navigation of MHS EMR Knowledge of regulatory standards for rights, ethics and patient safety Perform proactive patient experience rounds on inpatients Communicating with patients via phone or face-to-face for proactive or reactive service recovery efforts while promoting teamwork and positive patient perceptions through managing up techniques Identifies and follows through with patient needs or requests Follow-up with all relevant stakeholders to ensure that service discrepancies have been resolved Be an expert in Critical Moments of Service standards Develops a relationship of trust with patient or family Provides information to the patient and their families regarding hospital policy, procedures and services.
Reinforces patient experience best practices and aligns patient perceptions with the successful execution of these best practices Assist nursing and support service leadership in identifying process improvement opportunities Provides meaningful, real-time, service excellence coaching to Mercyhealth partners Knowledge of industry best practices and initiatives to help departments achieve their patient satisfaction goals Complete occurrence reports for any qualifying events Complete documentation as appropriate including proactive patient rounding on CipherHealth Orchid Rounding application Education and
Experience:
High school diploma or equivalent and high level of customer service experience preferred.
Special Physicial Demands:
The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
The employee is frequently required to use hands to finger, handle, or feel.
The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision and ability to adjust focus.
Culture of Excellence Behavior Expectations:
To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.
Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.
Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work:
Embraces teamwork, supports and encourages positive change while giving value to individuals.
Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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