SERVICE EXCELLENCE COORDINATOR, PATIENT REL./VOLUN. SRV

Sgmc-Health-1; Valdosta (GA); On-site; USD 38,000 - 60,000; Full time

Job summary

SGMC Health in Valdosta, GA is seeking a Customer Relations professional to develop and implement patient service strategies across the system. You will consult with facility leadership and committees to drive improvements in patient satisfaction and staff engagement.

The role requires strong communication skills, especially in English; Spanish bilingual ability is a plus. Experience with data analysis, reporting, and coordinating non-clinical processes is valued.

Qualifications

• Two years experience working with the public is highly desirable.
• Bi-lingual in English and Spanish would be an added advantage.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Participate in development of customer service strategies and ensure that the strategies are implemented consistently across the system.
• Consult with facility leadership teams and customer service committees on results and improvement planning.
• Identifies trends that may require improvement of practice, quality of patient care or hospital processes.
• Represents Administration to SGMC Health's patients, families, and visitors in communicating relevant policies, responding to conflict situations, and providing service recovery.
• Responds to difficult customer service situations and supports families and staff.
• Coordinates non-clinical process improvement to ensure consistency across the system.
• Implements new initiatives and/or modifies current procedures based on new information/education to further enhance patient satisfaction and employee morale.

Skills

Active listening

Telephone etiquette

Interpersonal communication

Verbal communication

Written communication

MS Office

Bilingual English/Spanish

Analytical skills

Data visualization

Calm under pressure

Education

Nursing degree

Public relations

Business administration

Speech communication

Social work

Related field

Tools

MS Office Suite

Job description

Description

WHAT IT'S LIKE AT SGMC HEALTH

Purpose

No matter your role or area that you work in, at SGMC Health we are collectively working towards goals that will make our community a better place.

Excellence

We strive to do the right thing the right way, are accountable in all we do, require competence of our people, and are compassionate in our service.

Team Spirit.

We encourage team effort, support personal and professional development, acknowledge individual talents and skills, and support innovation and empowerment.

Award Winning Performance.

We are committed to providing the best care possible and we are proud to be recognized locally, statewide, and nationally for the exceptional care that our staff provides.

WHY YOU WILL LOVE SGMC HEALTH

SGMC has great benefit options, depending on the role that you are going into– including healthcare, supplementary benefits, ways to save for the future, opportunities for career advancement, and opportunities to expand your skill set. Some of these great benefit options are listed below:

• Low Healthcare Insurance Premiums
• 401(k) with employer match
• Paid Time Off (PTO)
• Employee discounts
• Company paid life insurance
• Short-Term and Long-Term Disability
• Cancer Insurance
• Accident Insurance
• Pet Insurance
• Tuition Reimbursement
• On-the-job training and skills development
• Opportunities for growth and advancement
• Employee Assistance Program

JOB LOCATION :

Main Campus

DEPARTMENT:

PATIENT RELATIONS & VOLUNTEER SERVICES

SCHEDULE:

Full Time, 8 HR Day Shift,

POSITION SUMMARY

Participate in the development of customer service strategies and ensure that the strategies are implemented consistently across the system, consult with facility leadership teams and customer service committees on results and improvement planning. Identifies trends that may require improvement of practice, quality of patient care or hospital processes. Represents Administration to SGMC Health's patients, families, and visitors in communicating relevant policies, responding to conflict situations, and providing service recovery. Responds to difficult customer service situations and supports families and staff. At all times, models exemplary customer service and professionalism. Visits each third day admit on specified in-patient units. Follows-up daily with patient/family complaints other communication as needed. Supports Interpretation Services to include: equipment maintenance, troubleshooting, education and training and data gathering and analysis. Participates in input, creation, and evaluation of system-wide initiatives (i.e. patient and staff satisfaction/engagement). Provides customer satisfaction services in concert with other disciplines (i.e. Customer Care Team, Clinical Supervisors, Physicians, Support Services Supervisors and Front-line staff). Serves as point of contact/account management in reporting patient satisfaction results via the hospital’s contracted reporting source. Identifies opportunities through data collection and review. Provides recommendations to leadership. Develops way and means of rewarding exceptional staff efforts. Participates in real-time, two-way communication with staff based on hard data and on-the-spot customer comments. Coordinates non-clinical process improvement to ensure consistency across the system. Relays information gathered from continuing education through presentations and job aids. Implements new initiatives and/or modifies current procedures based on new information/education to further enhance patient satisfaction and employee morale. Serves as point-of-contact for the grievance process.

KNOWLEDGE, SKILLS & ABILITIES

• Superb skills in: active listening, telephone etiquette, interpersonal communication, verbal and written communication.
• Bi-Lingual in English and Spanish would be an added advantage.
• Disseminate information appropriately and professionally.
• Discern sensitive information and situations.
• Behave with calm demeanor, professionalism, maintain composure in any situation.
• MS Office Suite program knowledge
• Preference will be given to candidates with a degree in nursing. Also considered will be degrees in public relations, business administration, speech communication, social work or a related field.
• Two years experience working with the public is highly desirable.
• Superb skills in one’s composure under emotionally high situations are vital.
• Prefer someone with analytical abilities (statistical data) as well as experience translating data into charts and graphs.

WORKING CONDITIONS - ADA INFORMATION

Considerable mental effort dealing with diverse population. Considerable walking and standing with moderate amount of sitting. Comfortable working conditions. Works day hours but schedule could vary from week to week and/or as needed.

SEE WHAT ALL OF THE HYPE IS ABOUT

https://www.youtube.com/watch?v=_DeqKw8xk54