What are the responsibilities and job description for the Customer Experience Program Specialist- Great Bend Campus position at GBH UKHS Great Bend, LLC?
Position Title Customer Experience Program Specialist- Great Bend Campus Days - Full Time Great Bend Hospital Position Summary / Career Interest: The Customer Experience Program Specialist - GB position is responsible for understanding patient experience education and training needs across the Great Bend campus through analysis of patient satisfaction scores and organization needs, observation of the service experience across the campus and collaboration with health system leaders. The Customer Experience Program Specialist - GB is also responsible for developing and delivering training and education to address needs. Responsibilities and Essential Job Functions Provides oversight for the Customer Service Training (CST) program in Great Bend in partnership with the Vice President of Culture. Identifies and trains new CST facilitators at the Great Bend campus in partnership with the Vice President of Culture. Ensures availability of CST through personal facilitation of the content where needed. Supports the consistent and effective delivery of CST through periodic observation, review and coaching of facilitators. Develops content for, and coordinates implementation of accelerated CST classes for existing employees who have not been trained or who would benefit from retraining sessions. Conducts continual assessment and revision of content for CST content for new employees. Partners with cross functional areas to identify and recommend new Customer Service or Patient Experience-related courses. Also responds to new course requests from health system leadership. Partners with leaders throughout the health system to optimize patient experience scores through training and activities specific to their areas and through training and education addressing health system initiatives. Evaluates and recommends training materials for use in courses, in addition to content for use in team meetings and leadership meetings to reinforce key service experience concepts. Collaborates, as appropriate, with HR on content development, delivery techniques, and assessment of facilitators. Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department. These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required. Required Education and Experience Bachelors Degree 3 or more years of experience facilitating training sessions with adult learners Experience with content development for adult learners Experience with relationship-building, presentation, and analyzing data Experience planning, organizing, and being flexible in response to shifting priorities and multiple requests Preferred Education and Experience Degree in business, HR, or clinical area Prior experience in a patient experience related role Prior experience developing and/or delivering patient experience training sessions in a health system Preferred Licensure and Certification Active license if clinically trained Preferred Language Skills Fluent Spanish - Knowledge Requirements Microsoft Office Suite Organizational skills Time Type: Full time Job Requisition ID: R-48349 We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information. Need help finding the right job? We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests. Notice: If you are a Current Employee or Contract Worker, please log into Workday to search for and apply to jobs using the Career application or by searching "Find Jobs". Your application, if submitted using this portal, cannot be moved forward. About The University of Kansas Health System As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.
