1 Family Experience Specialist Job in Brookhaven, GA
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Family Experience Specialist
$53k-69k (estimate)
Full Time | Hospital
4 Days Ago
Children's Healthcare of Atlanta is Hiring a Family Experience Specialist Near Brookhaven, GA
Note: If you are CURRENTLY employed at Children's and/or have an active badge or network access, STOP here. Submit your application via Workday using the Career App (Find Jobs).
Work ShiftDay
Work Day(s)Monday-Friday
Shift Start Time8:00 AM
Shift End Time4:30 PM
Worker Sub-TypeRegular
Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.
Job DescriptionContributes 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.
Experience3 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 QualificationsNA
Education
Bachelor's degree in business or related field
Certification Summary
No professional certifications required
Knowledge, Skills And AbilitiesKnowledgeable 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.
Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.Primary Location Address1575 Northeast Expy NE
Job FamilyFamily Support
Work ShiftDay
Work Day(s)Monday-Friday
Shift Start Time8:00 AM
Shift End Time4:30 PM
Worker Sub-TypeRegular
Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.
Job DescriptionContributes 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.
Experience3 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 QualificationsNA
Education
Bachelor's degree in business or related field
Certification Summary
No professional certifications required
Knowledge, Skills And AbilitiesKnowledgeable 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.
Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.Primary Location Address1575 Northeast Expy NE
Job FamilyFamily Support
Job Summary
JOB TYPE
Full Time
INDUSTRY
Hospital
SALARY
$53k-69k (estimate)
POST DATE
07/04/2024
EXPIRATION DATE
07/27/2024
WEBSITE
choa.org
HEADQUARTERS
ATLANTA, GA
SIZE
7,500 - 15,000
FOUNDED
1836
TYPE
NGO/NPO/NFP/Organization/Association
CEO
DONNA HYLAND
REVENUE
$10M - $50M
INDUSTRY
Hospital
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About Children's Healthcare of Atlanta
Children's Healthcare of Atlanta operates healthcare centers that provide pediatric, cardiac, cancer and emergency care services for children.
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