What are the responsibilities and job description for the Customer Service and Engagement Lead position at Blackstone Valley Comm?
SUMMARY
The Customer Service and Engagement Lead is responsible for engagement and customer service initiatives that enhance the health center’s performance. This position will be fully responsible for the customer service program including employee training, response to and reduction of complaints and meeting key customer service metrics. Engagement responsibilities include increasing NHP membership users, increasing patient portal users (internal and external), and hosting events to supplement both customer service and patient engagement. This position will manage language translation services to support licensed health professionals and assist in the translation of written, spoken, and sign language communication.
EDUCATION, EXPERIENCE, & SKILLS
High School Diploma required
Associates degree, or higher college degree, in a healthcare, communications, or business major preferred.
Healthcare experience required.
Bilingual ability in English and Spanish, Portuguese or Creole speaking abilities required.
Excellent Customer Service skills required.
OTHER REQUIREMENTS
Reliable transportation required
Cultural sensitivity necessary to work with a diverse patient and staff population required
Ability to work independently and collaboratively required
Knowledge of computers and electronic medical records required
Knowledge of Microsoft Suite preferred
Strong communication skills, both verbal and written required
Strong analytic and problem solving skills required
Strong public speaking skills and ability to give presentations required
