Position Title

Customer Experience Program Specialist

Cambridge Tower A

Position Summary / Career Interest:The Customer Experience Program Specialist position is responsible for understanding patient experience education and training needs across the health system through analysis of patient satisfaction scores and organization needs, observation of the service experience across the health system and collaboration with health system leaders. The Customer Experience Program Specialist is also responsible for developing and delivering training and education to address needs across the enterprise.

Responsibilities and Essential Job FunctionsProvides oversight for the Customer Service Training (CST) program in partnership with the Director of Patient Experience.Identifies and trains new CST facilitators at all TUKHS campuses in partnership with the Director of Patient Experience.Ensures availability of CST through personal facilitation of the content where needed across the health system.Supports the consistent and effective delivery of CST through periodic observation, review and coaching of facilitators across the health system.Develops content for, and coordinates implementation of accelerated CST classes for existing employees who have not been trained or who would benefit from retraining sessions.Conducts continual assessment and revision of content for CST content for new employees.Partners with cross functional areas to identify and recommend new Customer Service or Patient Experience-related courses. Also responds to new course requests from health system leadership.Partners with health system leaders to address patient satisfaction scores through training and activities specific to their areas.Evaluates and recommends training materials for use in courses, in addition to content for use in team meetings to reinforce key service experience concepts.Collaborates, as appropriate, with HR on content development, delivery techniques, and assessment of facilitators.Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
Required Education and ExperienceBachelors Degree3 or more years of experience facilitating training sessions with adult learnersExperience with content development for adult learnersExperience with relationship-building, presentation, and analyzing dataExperience planning, organizing, and being flexible in response to shifting priorities and multiple requests
Preferred Education and ExperienceDegree in business, HR, or clinical areaPrior experience in a patient relations type rolePrior experience developing and/or delivering PET sessions in a large health system
Preferred Language SkillsSpanish - Fluency in Spanish
Knowledge RequirementsMicrosoft Office SuiteOrganizational skills

Time Type:Full time

Job Requisition ID:R-42651

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

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