- Establishes relationships with ministry leaders, medical group leaders, patient experience specialist, patient advocates, providers, and colleagues in order to enhance customer experience outcomes.
- Creates colleague recognition award programs based on survey data and comments, patient letters, and website submissions.
- Identifies and communicates key issues, barriers to success, and progress needed to obtain targets to local leadership and the Customer Experience Regional Director
- Reviews and evaluates customer service measurement tools which includes but is not limited to patient satisfaction surveys, CMS star ratings, complaints and grievances, social media and website submissions, physician transparency ratings and leader rounding for a clear understanding of the voice of the customer.
- Associate degree required, bachelor's degree in business administration, Hospital Administration, Nursing, Hospitality, or other related field preferred.
- Exceptional interpersonal and relationship building skills required to effectively collaborate with multiple stakeholders to promote colleague and physician involvement and accountability in achieving customer outcomes.
- Ability to prioritize multiple projects, demands, and issues.
- Excellent verbal and written communication skills, presentation skills, well organized, and maintain a highly professional manner and appearance.
- Excellent interpersonal, relationship building, and conflict management skills in order to develop productive working partnerships at all levels of the organization.
- Ability to influence and manage change in a positive and collaborative manner.
- Must provide proof of Mandatory Reporting for Child and Dependent Adult Abuse training prior to employment or within 6 months of hire and maintain current status per State of Iowa guidelines.
- Education Assistance offered
- Effective Day 1 Benefit Package (Medical, Dental, Vision, and more) for positions 16 hours per week or greater
- Competitive wages; including weekend and night differentials
- Generous paid time off program
- Retirement Savings program with employer match starting on Day 1
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Customer Experience Specialist - Mason City, United States - Trinity Health
Description
Employment Type:Full timeShift:
Day Shift
Description:
Position Purpose:
Under the direction of the Customer Experience Regional Director, is responsible for education, orientation, and training of customer experience strategic initiatives and practices that achieve the experience of care targets and goals. Expertise in patient satisfaction, implementation techniques, service recovery and relationship building. Collaborates with all levels of the organization to implement sustainable changes that positively impact the customer experience of care across the continuum. Knowledgeable in value-based purchasing, medical group contracts and other regulatory incentive and penalty programs impacted by customer experience metrics.
What you will Do:
Full Time, Monday - Friday working 8:00am - 4:30pm.
Minimum Qualifications:
Personal Vehicle. If required to operate personal vehicle, will need to have proof of and maintain valid driver's license and adequate insurance coverage on file with Human Resources.
Position Highlights and Benefits:
MercyOne North Iowa Medical Center provides expert health care to 15 counties.
MercyOne North Iowa Medical Center is a 342 bed, regional referral teaching hospital in Mason City, Iowa. MercyOne New Hampton Medical Center is an 11 bed, rural access hospital in New Hampton, Iowa. Our service area spans 15 counties across northern Iowa and southern Minnesota. We serve a population over 260,000.
With more than 3,000 colleagues and a medical staff of almost 500 physicians and allied health professionals, MercyOne North Iowa Medical Center is the largest employer in the region.
MercyOne Medical Group - North Iowa is part of Iowa's largest multispecialty clinic systems. In north Iowa, our clinics are made up of more than 25 primary care, pediatric, internal medicine and specialty clinics.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
