Clinical Workplace Experience Specialist

Job Title

Clinical Workplace Experience Specialist

Job Description Summary

This position requires up to 75% travel while able to work from home. The travel would consist of covering a territory of 30 to 40 clinical and office locations for our client, Humana. Tentative territory for this position will include: San Antonio, Corpus Cristi, and Rio Grande Valley.

The Clinical Works Specialist will be a key member of the Cushman & Wakefield account team for the client. This individual will be responsible for in-market clinic visits and cross-functional internal partnerships leveraging trusting relationships, technology, workplace design, amenities, and services to help drive a seamless clinical workplace experience – ensuring people feel heard, productive, healthy, and happy in a frictionless workplace.

Job Description

The Clinical Works Specialist will leverage account data (both quantitative and qualitative) to support and enhance the medical clinic employee workplace experience, partnering with cross functional teams to implement the most effective and meaningful solutions. This individual will be responsible for the success of both internal and external day-to-day relationships. The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude, exceptional communication skills, and the ability to partner across all service lines in a faced-paced clinical environment.

We are looking for a highly collaborative, detail-oriented, self-starter who will thrive in situations where they can interactively problem solve and develop partnerships.  This position works from a home office however visits clinical locations within a designated region regularly.  All computer equipment and transportation will be supplied.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

• Work with cross functional teams in Facilities Management, Project Management, Design, Strategy and Communications to build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.  
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Provide analysis and share information with leadership and cross functional teams.

• Assist with implementing experience related guidelines, best practices, and standards for employees and cross-functional service teams. 
• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Support the development of short and long term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data.

• Ensure complaints, questions, concerns, and suggestions from employees are addressed and conduct follow-up, if needed.

• Project an approachable and professional image in personal appearance, manner, and demeanor.

• Complete in-person monthly clinic inspections to ensure the highest customer satisfaction in partnership with the Facilities Management, Janitorial, Project Management and all other integral service lines

• Act as the voice of the clinics and Center Administrators, communicating their feedback to the appropriate Cushman & Wakefield service line.

• Proactively identify needed repairs, maintenance, or updates required in the workplace.
• Provide “White Glove” service to Executives and key Stakeholders.  Ensure prompt and efficient follow up on any issues/ requests.
• Help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams.

KEY COMPETENTCIES

Strong Customer Service Skills, Strong Communication Proficiency (oral and written), Organization Skills,  Technical Proficiency,  Analytical Skills,  Research Skills,  Detail Oriented,  Interpersonal Skills,  Sense of Urgency 

ADDITIONAL ELIGIBILITY QUALIFICATIONS 

Competency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams, and Outlook) required. Must be able to use laptop, mobile device and wireless technologies. Self-starter that showcases strong business acumen. Comfortable corresponding with executive level clients and interacting with individuals at all levels. Maintain a “can do” mentality with the ability to act with minimal information. Demonstrate integrity, accountability, self-awareness and strong work ethic. Ability to calmly work under pressure. Showcase exceptional emotional intelligence and empathy.

IMPORTANT EDUCATION

Four-year college/university degree