Patient Experience Director
Milwaukee, WI 
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Posted 8 days ago
Job Description
Join our team who is committed to the delivery of the highest quality health care service.  We are seeking a full-time Patient Experience Director that is self-motivated, energetic, and a take charge individual.
 
Job Responsibilities:
  1. Lead assigned patient facing departments (Call Center, Front Desk, Medical Records, Prior Authorization) Managers to offer a high-impact, highly positive “first touch” customer service experience.
  2. Develops customer service organizational strategies by contributing customer service information, analysis, and recommendations to strategic thinking and direction, establishing customer service objectives in line with organizational objectives.
  3. Determines customer service requirements by conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  4. Improves customer service and management job knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  5. Lead in the creation and sustaining of a superior customer service culture that permeates all levels of the Health Center.
  6. Create a customer service training program for leadership level staff that includes staff feedback tools and objective measurements for inclusion into a dashboard and annual evaluations.  
  7. Provide remedial customer service training tools for identified staff and offer feedback to respective Managers.
  8. Work with staff and departments to limit or resolve delays in service or access.  
  9. Continuously monitor benchmarks to assess performance level and recommend short- and long-term actions for achieving goals.
  10. Provide regular and consistent updates on all training activities and other special projects to the VP of Operations and other Leadership team members.
Qualifications: 
  1. Must be able to navigate the work of offering direction and correction to all levels of leadership.
  2. Minimum of a bachelor’s degree in a relevant field (Business, Healthcare Administration, Communications, etc.).
  3. Strong leadership experience supervising in a Healthcare organization.
  4. Certification in Customer Service (examples; The Customer Service Institute of America, Alison, HDI, Service Strategies, Hubspot Academy, Disney, Universal Class, Bonfire Training, Business Training Works, LiveChat, The Success League, Dale Carnegie, SkillSoft, SimplyHired) preferred.
  5. Demonstrated experience implementing cultural change across an organization.
  6. Strong verbal and presentation skills, including the ability to effectively deliver presentations to groups.
  7. Excellent oral communication and interpersonal skills.
  8. Presents a friendly, approachable, professional demeanor and appearance with a high level of energy and enthusiasm.
  9. Superior organizational skills and passion for attention to detail.
  10. Ability to provide constructive, individualized feedback in a caring and compassionate manner.
  11. Quickly establishes trusting relationships with patients and staff.
  12. Ability to work under multiple deadlines, multitask, and adapt rapidly to changing priorities.
  13. Communicates effectively with others, respects diverse opinions, and styles, and acknowledges the assistance and contributions of others.
  14. Passionate about improving the patients’ care experience.

 

Contact Information
No Phone Calls Please. Qualified applicants may apply online, send resume to Sue Raymond, Vice President of Human Resources, Sixteenth Street Community Health Centers, 1337 S. 16th St., Milwaukee, WI 53204 or fax to 414-672-0413. Sixteenth Street Community Health Centers is an equal employment opportunity employer.
Job Summary
Start Date
Immediately
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
1st Shift
Required Education
Bachelor's Degree
Required Experience
1 to 5 years
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