Customer Loyalty Specialist

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.

Job Description Summary:

Presents a caring, positive image of the care site and Customer Experiencedepartment to patients, families, visitors and associates. Responsible for the intake, investigation, resolution and documentation process of customer inquiries and concerns which are brought to the attention of the Customer Experience office via telephone, in person, or in writing using active listening/crisis communication skills, HEART model, etc. Investigates, routes or resolves customer inquiries and concerns by gathering pertinent information and contacting appropriate associates, leaders or physicians to achieve mutually satisfactory resolution with customers. Follows up on concerns/complaints with appropriate personnel to ensure resolution. Maintains/tracks hospital-wide complaint database and ensures all concerns have been addressed. Coordinates operations for system programs, including - Reward and recognition (power of one's) - Service recovery amenities Maintains par levels and manages expenditures and budgets for programs above Coordinates care site specific grievance meetings to ensure regulatory compliance. Oversees administrative operations of Customer Experience office (i.e., office supplies, time & attendance, customer-facing desk coverage).

Responsibilities And Duties:

Concern Management
50%
1. Responsible for the intake, investigation and resolution of customer inquiries and concerns which are brought to the attention of the Customer Experience office via telephone, in person, or in writing using active listening/crisis communication skills, etc. 2. Investigates, routes or resolves customer inquiries and concerns by gathering pertinent information and contacting appropriate associates, leaders or physicians to achieve mutually satisfactory resolution with customers. 3. Partners with Risk Management to resolve customer concerns. 4. Assists and provides decision-making consultation to department associates with questions related to procedure and resolution of customer concerns. Documentation

30%
1. Documents thorough and factual information in the concern database. 2. Monitors care site concern work list daily to ensure fair and timely resolution to customers concerns. 3. Assists Customer Experience Specialists and care site leadership in tracking and trending of patient satisfaction that emerge through concern resolution. 4. Partners with Customer Experience Specialists to drive process improvement relating to customer concerns. Operations

10%
1. Coordinates operations for system programs-maintaining par levels and managing expenditures and budgets for program, including Reward and recognition customer to associate power of one s Service recovery amenities 2. Coordinates care site specific grievance meetings to ensure regulatory compliance. 3. Responsible for administrative operations of Customer Experience office i.e., office supplies, time & attendance, customer-facing desk coverage e . Miscellaneous

10%
1. Represents the organization to the public by assisting with daily impromptu inquiries. 2. May be involved in coordinating special projects, scheduling and support of other Customer Experience associates when requested. 3. Coordinates daily functions of volunteers who work in Customer Experience office.