Head of Resident Experience & Service Excellence

Casa of Hobart; Fort Wayne (IN); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Fort Wayne Health Campus in Fort Wayne, IN is seeking a Director of Customer Experience to lead efforts that elevate resident and family satisfaction. You will oversee strategy development, guide a team of customer service representatives, and partner with clinical and operations colleagues to ensure responsive, compassionate service.

This role emphasizes empathy, clear communication, and a data-driven approach to issue resolution, aiming to build a culture where residents, families, and staff

Qualifikationen

• Minimum 0 years of experience in a customer-facing role, preferably in the healthcare industry.
• Proven track record of improving customer satisfaction and loyalty.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

Aufgaben

• Develop and implement customer experience strategies to improve resident satisfaction, loyalty, and retention.
• Lead a team of customer service representatives, providing coaching, guidance, and support to ensure excellent service delivery.
• Gather and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the overall experience.
• Collaborate with other departments to ensure seamless communication and effective issue resolution.
• Foster a customer-centric culture, promoting a positive and engaging environment for residents, families, and staff.
• Develop and maintain relationships with key stakeholders, including families, healthcare providers, and community partners.

Jobbeschreibung

Fort Wayne Health Campus in Fort Wayne, IN is seeking a Director of Customer Experience to lead efforts that elevate resident and family satisfaction. You will oversee strategy development, guide a team of customer service representatives, and partner with clinical and operations colleagues to ensure responsive, compassionate service.

This role emphasizes empathy, clear communication, and a data-driven approach to issue resolution, aiming to build a culture where residents, families, and staff