Supervisor, Customer Relations Service Excellence Job Listing at NorthBay Healthcare in Fairfield, CA (Job ID 3117)

Description

At NorthBay Health, the Supervisor, Customer Relations and Service Excellence, under the direction of the Director, will oversee the system-based function of customer relations by evaluating, guiding and mentoring patient experience delivery processes and experiences with a high focus on excellence.  Works closely with patient experience team, and all levels of staff, leaders and volunteers to develop and coach service recovery skills.  Conducts proactive rounding and de-escalation of service issues, maximizing NorthBay's service recovery model. 

This role works on-site, 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). 

1. Education: Education:  Baccalaureate Degree required with a preference for a psychology, organizational development or health related field or 8-10 years of experience in this field.  Master's Degree in a related field preferred. 
2. Licensure/Certification: Patient Experience Professional Certification preferred and if not current, to complete within one year of hire.
3. Experience: Five years of customer service/healthcare required, with demonstrated expertise in de-escalation and service recovery skills.  Quality/performance improvement experience in a healthcare setting preferred. At least two years of demonstrated progressive management experience with increasing scope of responsibility, with preference in an acute or ambulatory care environment.
4. Skills: Preference give 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) 
5. Interpersonal Skills: Demonstrates the NorthBay Way.  The NorthBay Way is a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare.  The NorthBay Way principles consist of Caring, Communication, Collaboration, and Competence. 
6. Compensation: $45.32 – $ 55.05 based on years of experience in a like role.