Manager, Customer Relations and Service Excellence (On Site)
Northbay Healthcare Group - Fairfield, CA
posted 2 days ago
About the position
At NorthBay Health, the Manager of Customer Relations and Service Excellence has responsibility for improving customer experience by administering NorthBay Health's Customer Relations function. This includes mentoring, guiding and evaluating the Patient Experience team, developmental coaching and assessment of enterprise-wide leaders and staff in service recovery skills and processes and leading complex or challenging service recovery events for de-escalation and resolution. The Manager is responsible for reporting on the team's goals and milestones and works collaboratively with the team and Director on goal setting, adjusting tactics as needed and incorporating new and evidence-based practices in service of our patients, families, support system and care teams. This role also supports pro-active strategies and tactics for Patient Experience, including but not limited to managing system-wide celebrations, Patient Experience week activities, development of web design (i.e., SharePoint).
Responsibilities
- Administer NorthBay Health's Customer Relations function.
- Mentor, guide, and evaluate the Patient Experience team.
- Conduct developmental coaching and assessment of enterprise-wide leaders and staff in service recovery skills.
- Lead complex or challenging service recovery events for de-escalation and resolution.
- Report on the team's goals and milestones.
- Collaborate with the team and Director on goal setting and adjusting tactics as needed.
- Incorporate new and evidence-based practices in service of patients, families, support systems, and care teams.
- Support pro-active strategies and tactics for Patient Experience, including managing system-wide celebrations and Patient Experience week activities.
Requirements
- Associate degree plus equivalent work experience; prefer Baccalaureate degree in psychology, organizational development, or health-related field; Master's Degree in a related field desired.
- Patient Experience Professional Certification preferred; if not current, required to complete within one year of hire.
- Five years of customer service or healthcare leadership required, with demonstrated expertise in conflict resolution, de-escalation, mediation, and case investigation.
- At least four years of demonstrated progressive management experience with increasing scope of responsibility, preferably in an acute or ambulatory care environment.
- Preference given to Spanish language competency; Excel expertise, SharePoint or web design highly preferred; prefer EHR and Database management skills.
- Must be able to effectively prepare, present, and discuss reports and studies with management, physicians, and other appropriate groups/individuals.
- Strong knowledge of accreditation and regulatory requirements (The Joint Commission, National Committee on Quality Assurance, California Department of Public Health, Centers for Medicare and Medicaid).
Nice-to-haves
- Baccalaureate degree in psychology, organizational development, or health-related field.
- Master's Degree in a related field.
- Spanish language competency.
- Excel expertise, SharePoint or web design skills.
- EHR and Database management skills.
Benefits
- Salary range $115k - $130K based on years of experience doing the duties of the role.
