Mercy Health

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Manager-Customer Service

Manager-Customer Service

Requisition ID 
2017-753541
Category 
Leadership
Position Type 
Full Time
Shift(s) 
Days
Department 
Customer Service
Location 
US-MO-Joplin

More information about this job

Overview

Job Template Header

 

We’re a Little Different

 

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.  

 

We don’t believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.

 

At Mercy, you’ll feel our supportive community every step of your day, especially the tough ones. We’re a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.

 

The Manager must be adept at interacting with a variety of audiences, including leadership, general co-workers, patients, families and physicians. He/she should have a solid grasp of the delivery of health care within a tertiary hospital, being familiar with the individual disciplines and how they work together in the delivery of services. Previous experience in leading and managing others is important to the effectiveness of this position. Should be able to work with other managers and directors with statistical information and analysis of its application to customer service initiatives, as well as have experience in working with patients and families in stressful or difficult situations. Other duties as assigned.

 

Takes a proactive approach in advancing the Mercy Signature Service program and overseeing the patient complaint/grievance process. Serves as the point person to address and resolve customer service issues. Analyzes customer satisfaction survey data, summarizes it, and works with others to lead customer service strategies. Coaches and teaches service excellence skills to a variety of audiences. Evaluates the effectiveness of current and past customer service practices and recommends modifications.

Responsibilities and Qualifications

Proactively advances the Mercy Signature Service program by serving as a resource and point person for the program, which may include any number of strategies to advance the program.

Ensures that appropriate complaint/grievance policies and procedures are established and followed to ensure compliance with applicable law and regulations.

Oversees the patient compliant/grievance process, ensuring that the appropriate documentation is adequately maintained and processes are followed.

Serves as a patient advocate to make sure patient and visitors rights are honored.

Conducts routine walking rounds to patient-care areas to interact with patients, families and co-workers to identify and address any customer-service issues.

Analyzes customer satisfaction survey data, and generates reports and presentations which summarize the data.

Recommends new or revised behaviors, scripting, and communications designed to improve customer satisfaction. Coaches co-workers, supervisors, managers, directors and vice presidents regarding successful techniques to improve customer satisfaction. May make group presentations on customer satisfaction results and techniques for improving survey results.

Recommends service recovery programs to change disappointments into positive corrective actions.

Routinely provides feedback and presents customer-service data to appropriate groups, including but not limited to the Grievance Committee, the Senior Operating Team for Quality (SOTQ) and others as necessary.

Qualifications:

 

Because you’re committed to excellence, you understand the importance of being properly prepared for your role at Mercy. That’s why you’ll bring to your role the right set of qualifications:

 

Education: Health-care related degree or equivalent work experience
Experience: Three years healthcare experience; two years supervisory experience

Preferred - Registered nurse background

 

We’ll Support You at Work and Home

 

Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a “top 100 places to work.” We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We’re proud to provide tuition reimbursement to help you grow and learn new skills.

 

What Makes a Good Match for Mercy

 

Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and are not afraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.

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