Customer Loyalty Specialist

OhioHealth; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

OhioHealth in a hospital setting seeks a Customer Experience Specialist to manage intake, investigation and resolution of patient and visitor inquiries. You will collaborate with leaders and physicians to achieve satisfactory outcomes and maintain a comprehensive concern database.

You will support service recovery initiatives, track satisfaction trends, and assist with daily operations of the Customer Experience Office, including volunteers.

Qualifications

• Healthcare-related field or equivalent healthcare experience.
• Knowledge of conflict resolution, interpersonal communication, win-win negotiations, and medical terminology.
• Typing, Microsoft Office Suite, database management, data analytics, excellent communication, customer service, time management, and organizational skills.
• Two years of experience in a consumer advocacy or service role.

Responsibilities

• Concern Management: handle intake, investigation and resolution of customer inquiries using active listening.
• Investigates, routes, or resolves inquiries by gathering information and contacting appropriate leaders or physicians.
• Partners with Risk Management to resolve customer concerns and provides decision-making support to staff.
• Documentation: document information in the concern database and monitor the care site concern work list daily for timely resolution.
• Assist in tracking patient satisfaction trends and drive process improvements related to customer concerns.
• Operations: coordinate system programs, maintain par levels, and manage budgets for programs including service recovery amenities; organize grievance meetings to ensure regulatory compliance.
• Miscellaneous: represent the organization to the public, coordinate special projects, and support daily functions of volunteers in Customer Experience.

Skills

Healthcare experience

Conflict resolution

Interpersonal communication

Medical terminology

Typing

Microsoft Office

Data analytics

Customer service

Time management

Organizational skills

Job description

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%

• 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.
• 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.
• Partners with Risk Management to resolve customer concerns.
• Assists and provides decision‑making consultation to department associates with questions related to procedure and resolution of customer concerns.

Documentation 30%

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

Operations 10%

• 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.
• Coordinates care site specific grievance meetings to ensure regulatory compliance.
• Responsible for administrative operations of Customer Experience office i.e., office supplies, time & attendance, customer-facing desk coverage e .

Miscellaneous 10%

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

Minimum Qualifications

• Communications, Public Relations, Social Sciences, health related field or equivalent healthcare Experience.
• Knowledge of conflict resolution, interpersonal Communication, win‑win negotiations, and medical terminology.
• Typing, Microsoft Office Suite, database management, data analytics, excellent Communication, customer service, time management, and organizational skills.
• Two years Experience in a consumer advocacy or service role.

Work Shift

Day Scheduled Weekly Hours : 40 Department Customer Experience Office

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment.

We Are Inspired to Do Our Best. OhioHealth is a nationally recognized, innovative healthcare system delivering world‑class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work® is a global authority on high‑trust, high‑performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."