What are the responsibilities and job description for the Regional Customer Service Educator position at Medical Facilities of America?
· Conduct monthly employee in-services in all facilities within the East and West regions
· Make weekly facility visits/assessments.
· Demonstrate a positive attitude by focusing on customer satisfaction, employee satisfaction and embracing culture change while celebrating successes.
· Rounding on the floor making sure customer service is being upheld and patients are receiving timely care.
· Encourage dept heads to assist on the floor during Power Hours (breakfast, lunch, dinner, and change of shift
· Enhance employee morale and retention via monthly team building and employee contests.
· Engage customers to identify opportunities to improve service.
· Engage employees to identify opportunities to improve culture and customer service.
· Assist in training admissions concierges/coordinators.
· Facilitate, implement, and assess employee moral/spirit committees in each facility. Attend monthly meetings when possible.
· Proactively identifies and solves problems related to customer service.
· Helps to create policies and systems that will enhance overall customer and employee satisfaction.
· Follow up with concierges/coordinators to make sure all new admission surveys, discharge surveys, and outcomes are being completed.
· Serves as a role model and is a Champion of Change always going above and beyond expectations to deliver service.
· Monitors google reviews and assists with programs that will help increase ratings.
· Run weekly meetings with concierges/coordinators in your region.
· Completes assigned clerical work and projects, along with preparing weekly reports.
· Enhance the overall quality of care in each facility.
· Work with the concierge/coordinators and SW’s to create a transitional care program – post discharge follow up.
· Uses MS Office, Power Point, Word and Excel to complete assigned administrative tasks.
· Upholds resident rights and confidentiality. Creates and supports a physical environment accessible and privacy, independence and comfort for staff and residents.
· Monitors admission packages, and collateral materials for facilities.
· Other duties as assigned.
