**Customer Experience Specialist**

Requisition ID: 163620

Department: 100715 Service Excellence

Facility: Renown Health

Schedule: Full Time

Shift: Day

Category: Professional

Location: Reno,NV

Position Overview Benefits Position Overview Position Purpose This position serves as an intermediary between Renown Health and the patients, families, and community members we serve. Reporting to the Manager of Customer Experience

Loyalty, the Customer Experience Specialist prepares incident reports, raises awareness around, and facilitates resolution of complaints and grievances with the aim of improving ones overall care experience and preserving a lasting patient relationship with Renown Health. This position will bring all necessary grievances for review to the Grievance Committee and applicable leadership.

Responsibilities include:

Serve as an advocate for patients and their families during various encounters with Renown Health.

Management of complaints and grievances from initial point of contact, through appropriate documentation, investigation, resolution, and communication to the patient.

Provide real time service recovery to patients and family members within the Renown Health System

Collaboration with other departments to identify process improvement opportunities related to the patient-caregiver relationship.

Coordination of the Renown Health Grievance Committee, which provides oversight of the CMS compliant Grievance Resolution process.

Supplying leaders and staff with the tools and training needed to achieve service objectives and continuously enhance both patient experience and instances of service recovery.

Support the Service Excellence team with special projects aimed at improving patient experience.

Ensure operating compliance with government and agency regulations.

Nature and Scope The nature and scope of this position is to focus on organizational performance in the areas that impact patient-caregiver relations. Working with all levels of the organization, this role requires the ability to:

Simultaneously coordinate the investigation and resolution of patient issues or concerns

Meet critical regulatory deadlines

Demonstrate flexibility in working with all levels of leadership and staff.

This position does not provide patient care.

Disclaimer The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications Requirements Required and/or Preferred Name Description Education: Must have working-level knowledge of the English language, including reading, writing and speaking English. Bachelors degree preferred. Bilingual preferred. Experience: Minimum three years of experience in customer service preferred. License(s): None Certification(s): None Computer / Typing: Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.

Benefits **Customer Experience Specialist**

**Requisition id:** 163620

**Department:** 100715 Service Excellence

**Facility:** Renown Health

**Schedule:** Full Time

**Shift:** Day

**Category:** Professional

**Location:** Reno , NV

Position Purpose This position serves as an intermediary between Renown Health and the patients, families, and community members we serve. Reporting to the Manager of Customer Experience

Loyalty, the Customer Experience Specialist prepares incident reports, raises awareness around, and facilitates resolution of complaints and grievances with the aim of improving ones overall care experience and preserving a lasting patient relationship with Renown Health. This position will bring all necessary grievances for review to the Grievance Committee and applicable leadership.

Responsibilities include:

Serve as an advocate for patients and their families during various encounters with Renown Health.

Management of complaints and grievances from initial point of contact, through appropriate documentation, investigation, resolution, and communication to the patient.

Provide real time service recovery to patients and family members within the Renown Health System

Collaboration with other departments to identify process improvement opportunities related to the patient-caregiver relationship.

Coordination of the Renown Health Grievance Committee, which provides oversight of the CMS compliant Grievance Resolution process.

Supplying leaders and staff with the tools and training needed to achieve service objectives and continuously enhance both patient experience and instances of service recovery.

Support the Service Excellence team with special projects aimed at improving patient experience.

Ensure operating compliance with government and agency regulations.

Nature and Scope The nature and scope of this position is to focus on organizational performance in the areas that impact patient-caregiver relations. Working with all levels of the organization, this role requires the ability to:

Simultaneously coordinate the investigation and resolution of patient issues or concerns

Meet critical regulatory deadlines

Demonstrate flexibility in working with all levels of leadership and staff.

This position does not provide patient care.

Disclaimer The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications Requirements Required and/or Preferred Name Description Education: Must have working-level knowledge of the English language, including reading, writing and speaking English. Bachelors degree preferred. Bilingual preferred. Experience: Minimum three years of experience in customer service preferred. License(s): None Certification(s): None Computer / Typing: Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.

https://careers.renown.org/job/14606510/customer-experience-specialist-reno-nv/ 4