Family Experience Specialist Job at Children's Healthcare of Atlanta
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Work Shift Day
Work Day(s) Monday-Friday
Shift Start Time 8:00 AM
Shift End Time 4:30 PM
Worker Sub-Type Regular
Being an employee at Children's is more than just protocols and medication rounds—it’s knowing when a hug is the most important thing in the world to a child. It’s knowing that sometimes laughter really is the best medicine. But, most important, it’s giving patients and families exactly the care they need, when they need it.
Job Description Contributes to the execution of Children’s Service vision and strategies by partnering with campus leaders to ensure a customer experience that is seamless, consistent and special. Participates in the development of customer service strategies and ensures that the strategies are implemented consistently across the system. Participates in the development of customer service targets and performance improvements strategies. Consults with campus teams and customer service committees on results and improvement planning.
Experience
3 years progressive experience in customer service, healthcare, or process improvement
Experience influencing service leaders using data, solid reasoning and persuasion
Experience managing external customer interactions by providing solutions and services that meet customer needs
Experience leading teams and facilitating workshops
Experience in developing and managing projects from start to finish with measurable results and operational impact
Experience in redesigning customer processes, including demonstrated improvement in the customer experience
Experience negotiating to identify win-win solutions
Preferred Qualifications
NA
Education
Bachelor's degree in business or related field
Certification Summary
No professional certifications required
Knowledge, Skills and Abilities
Knowledgeable of best practices that provide superior customer experiences
Knowledgeable of basic statistics and data analysis
Advanced skills in Word, PowerPoint, and Outlook
Expert skills in Excel
Demonstrates the following skills in accomplishing job duties and responsibilities:
Personal organization and time management
Human relations and teamwork
Personal adaptability
Personal motivation
Listening
Job Responsibilities
Partners with campus leadership to influence customer service initiatives and processes. Is an active member of campus leadership meetings. Serves as leaders’ main point of contact for customer service department.
Analyzes data (i.e. customer satisfaction survey results), observes and shadows in service areas, and identifies opportunities for service improvement. Provides detailed reports, recommendations and action plans to campus leadership.
Attends and serves as service representative at service committee meetings. Ensures consistency in approach to service committees and action plans across the system.
Understands the voice of our customers by regularly talking with our customers and analyzing customer data.
Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system.
Ensures consistency of customer service behaviors across the system.
Works with other members of the customer service team (ambassadors and liaisons) to ensure consistency and seamlessness in service experience.
Serves as a representative of Children’s in the process of resolving service complaints, disputes and delivering service recovery.
Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals.
Primary Location Address 1575 Northeast Expy NE
Job Family Family Support
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Work Shift Day
Work Day(s) Monday-Friday
Shift Start Time 8:00 AM
Shift End Time 4:30 PM
Worker Sub-Type Regular
Being an employee at Children's is more than just protocols and medication rounds—it’s knowing when a hug is the most important thing in the world to a child. It’s knowing that sometimes laughter really is the best medicine. But, most important, it’s giving patients and families exactly the care they need, when they need it.
Job Description Contributes to the execution of Children’s Service vision and strategies by partnering with campus leaders to ensure a customer experience that is seamless, consistent and special. Participates in the development of customer service strategies and ensures that the strategies are implemented consistently across the system. Participates in the development of customer service targets and performance improvements strategies. Consults with campus teams and customer service committees on results and improvement planning.
Experience
3 years progressive experience in customer service, healthcare, or process improvement
Experience influencing service leaders using data, solid reasoning and persuasion
Experience managing external customer interactions by providing solutions and services that meet customer needs
Experience leading teams and facilitating workshops
Experience in developing and managing projects from start to finish with measurable results and operational impact
Experience in redesigning customer processes, including demonstrated improvement in the customer experience
Experience negotiating to identify win-win solutions
Preferred Qualifications
NA
Education
Bachelor's degree in business or related field
Certification Summary
No professional certifications required
Knowledge, Skills and Abilities
Knowledgeable of best practices that provide superior customer experiences
Knowledgeable of basic statistics and data analysis
Advanced skills in Word, PowerPoint, and Outlook
Expert skills in Excel
Demonstrates the following skills in accomplishing job duties and responsibilities:
Personal organization and time management
Human relations and teamwork
Personal adaptability
Personal motivation
Listening
Job Responsibilities
Partners with campus leadership to influence customer service initiatives and processes. Is an active member of campus leadership meetings. Serves as leaders’ main point of contact for customer service department.
Analyzes data (i.e. customer satisfaction survey results), observes and shadows in service areas, and identifies opportunities for service improvement. Provides detailed reports, recommendations and action plans to campus leadership.
Attends and serves as service representative at service committee meetings. Ensures consistency in approach to service committees and action plans across the system.
Understands the voice of our customers by regularly talking with our customers and analyzing customer data.
Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system.
Ensures consistency of customer service behaviors across the system.
Works with other members of the customer service team (ambassadors and liaisons) to ensure consistency and seamlessness in service experience.
Serves as a representative of Children’s in the process of resolving service complaints, disputes and delivering service recovery.
Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals.
Primary Location Address 1575 Northeast Expy NE
Job Family Family Support
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.