Director of Customer Experience

About the position

The Director of Customer Experience at Centre For Neuro Skills is responsible for ensuring customer satisfaction and reaffirming stakeholders' decisions in choosing CNS. This role focuses on creating a positive experience for patients, families, and referral sources before and during their admission to CNS facilities. The director will gather insights into operational deficiencies and identify opportunities for process improvements to enhance customer satisfaction. Additionally, the director will lead training and learning activities for managers and staff to achieve specific organizational goals, while collaborating closely with Sales, Marketing, and Contracting Departments to communicate positive customer experiences externally.

Responsibilities

• Promotes customer satisfaction and performance improvement throughout the organization.
• Re-affirms the decision of external stakeholders to pursue services at CNS.
• Ensures timely data is collected relevant to each location.
• Implements/participates in appropriate meetings and committees that relate to customer satisfaction and promotion of patient successes.
• Attends staffings, case management meetings, residential staffings, and other meetings to obtain information with the purpose of identifying specific milestones and/or other unique developments that will ensure/improve customer satisfaction.
• Engages other departments and managers in the customer satisfaction process.
• Analyzes data and communicates strengths and opportunities to relevant parties.

Requirements

• Degree in a related field required.
• Master's degree preferred.
• Minimum of 3 years experience in rehabilitative care is required.
• Experience in which potential administrative and supervisory competence has been demonstrated required.

Benefits

• Paid time off
• Extended sick leave
• Health/dental/life insurance starting on the 1st of the month following hire
• Paid holidays including a floating personal observance day
• 401(k)