McFarland Clinic is currently accepting application for Patient Experience & Customer Service Coordinator position for its Ames location. 

Responsibilities include: Establishes and builds relationships to promote patient and customer retention and loyalty. Responsible for developing patient-centered and service oriented educational resources and programs in accordance with McFarland Clinic's Core Values and Promise. 

• Conducts organization wide needs assessment and identifies skills or knowledge gaps that need to be addressed. 
• Monitor patient and staff interactions for recognition opportunities and addressing improvement. 
• Oversees patient surveying process and analyzes data. 
• Collaborates with the Patient Experience Committee and Operational Leadership to development strategies to improve performance and build support throughout the organization. 
• Designs customer service curriculum and educational material to increase staff knowledge of service behavior expectations. Create and maintain a library of resources.
• Conducts customer service training sessions and related on-the-job coaching.
• Track and report on a success of customer service initiatives. Evaluate and improve programs based on feedback and industry best practices. 
• Manage referral relationships with external customers through visits to referring provider offices, face to face introductions of new specialists, and feedback. Monitors referral data. 
• Coordinate outreach clinic relationships through contracting, operational set-up and problem-solving. Monitors outreach activities. 
• Performs related work as required.

Education

• Bachelors degree required.

Days: Monday - Friday. Occasional evening and weekend work.

Hours: 8:00 AM - 5:00 PM

Experience

• Proven work experience in customer service training and learning development.
• Two years experience in a healthcare setting is preferred. 
• Strong leadership, problem-solving, and excellent communication skills. 

Certificate/License

• Valid driver's license

Benefits

McFarland Clinic offers a comprehensive benefits package, including health and dental insurance, 401(k), and PTO. Click here for details.

McFarland Clinic is central Iowa's largest physician-owned multi-specialty clinic. Join our team and join a group of caring professionals, dedicated to providing Extraordinary Care, Every Day! We value quality care and extraordinary service, trusting relationships and an exceptional workplace. Our organization has more than 75 years experience of caring for people. We welcome applicants who can help us enhance the health and well-being of our patients and communities we serve.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, religion, age, gender, gender identity, sexual orientation, national origin, disability, or protected veteran status. McFarland Clinic takes affirmative action in support of its policy to and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.