The Customer Experience Specialist is responsible for fostering high levels of customer service by coordinating information provided by patients and their families. The Specialist will seek to provide timely and accurate information to patients, their families and organization leadership. The Specialist provides assistance with performance process improvement initiatives of the health system, monitoring performance indicators and analyzing data to determine patterns and trends. The Specialist coordinates ongoing development and implementation process improvement methods and systems to improve service, based on results of the patient satisfaction measures. The Specialist will provide leadership to the Service Recovery process.

Position Qualifications Minimum Education:

Bachelor degree in clinical specialty such as nursing, social work, or other clinical areas.

Minimum Experience:

Three to five years of experience in a health care organization. Requires strong written and verbal skills, ability to prioritize multiple projects. Computer knowledge of Microsoft tools such as Outlook, Excel, Word and Power Point. Demonstrated ability to work effectively with other health professionals at all levels of a health care organization.

Preferred Experience:

Leading DIGs, RIEs and projects within Goshen Health's TUL system. 2 years or more in health care leadership role, Experience with EMRs and risk reporting software.

Certifications Preferred:

CSHRM certification within 18 months of hire.