What are the responsibilities and job description for the Customer Service Coordinator position at Infirmary Health?
Overview:
Qualifications:
Minimum Qualifications:
- Bachelor’s degree or equivalent knowledge base
- Working knowledge of a variety of customer service concepts, practices, and procedures
- Relies on experience and judgment to plan and accomplish goals
- Polished communications skills
- Demonstrated leadership skills
Desired Qualifications:
- Working knowledge of customer service survey processes
- Considerable knowledge of customer service principles in a similar clinical environment
Coordinates the System-wide operations of the Customer Service function in order to provide services which meet IH's standards of quality, efficiency and desired outcomes. Monitors patient satisfaction reports and HCAHPS results to identify trends or opportunities for improvement. Meets regularly with Guest Relations representatives at each facility, hospital administrators and Director of Marketing & Community Relations to report findings and develop plans for improvement. Spearheads each facility’s Patient Satisfaction Committee. Monitors the Press-Ganey survey process for DMC. Maintains responsibility for reward and recognition programs, customer service related reporting and scorecard development, training and coaching, and internal marketing of customer service concepts.