REQUIRED EDUCATION / EXPERIENCE:

Associate degree or equivalent in related field and three years of customer service related experience.

JOB SUMMARY:

To provide the coordination necessary for the establishment and maintenance of the customer service access of the clinic through evaluation of patient satisfaction, staff satisfaction and future expectations.

MAJOR DUTIES / CRITICAL TASKS:

• Proactively resolves customer issues by going beyond the request and understanding the need. Develops and implements tools, communications, and processes accordingly to address these needs.

• Develops, coordinates, and organizes patient focus groups

• Compiles and analyzes reports regarding patient’s non-health issues and recommends process and/or system improvements to clinic management

• Serves as a liaison between the patient and the clinic to aid and facilitate resolution of non-health issues.

• Consults with or refers to appropriate process area problems which are beyond scope of the role and ensures customer satisfaction and resolution.

• Resolves patient non-health issues in conjunction with clinic management and handles inquiries that require researching for solutions.

• Adheres to internal controls and reporting structure.

• Performs related duties as required.