Position Title

Customer Experience Program Specialist- Great Bend Campus

Days - Full Time

Great Bend Hospital

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

Responsibilities and Essential Job Functions

Provides oversight for the Customer Service Training (CST) program in Great Bend in partnership with the Vice President of Culture.Identifies and trains new CST facilitators at the Great Bend campus in partnership with the Vice President of Culture.Ensures availability of CST through personal facilitation of the content where needed.Supports the consistent and effective delivery of CST through periodic observation, review and coaching of facilitators.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 leaders throughout the health system to optimize patient experience scores through training and activities specific to their areas and through training and education addressing health system initiatives.Evaluates and recommends training materials for use in courses, in addition to content for use in team meetings and leadership 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 Experience

Bachelors 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 Experience

Degree in business, HR, or clinical areaPrior experience in a patient experience related rolePrior experience developing and/or delivering patient experience training sessions in a health system

Preferred Licensure and Certification

Active license if clinically trained

Preferred Language Skills

Fluent Spanish -

Knowledge Requirements

Microsoft Office SuiteOrganizational skills

Time Type:Full time

Job Requisition ID:R-48349

Important information for you to know as you apply:

The health system is an equal employment opportunity employer.  Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status.  See also Diversity, Equity & Inclusion.

The health system provides reasonable accommodations to qualified individuals with disabilities.  If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link asktalentacquisition@kumc.edu.

Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

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