Consumer & Service Recovery Manager

2 months ago

Baltimore, United States Ascension Full time

We Are Hiring:

- **Department**: Patient Experience
- ** Schedule**: Monday-Friday, Daytime Hours
- ** Hospital**:Ascension Saint Agnes
- ** Location**: Baltimore, MD

What You Will Do:
Manage consumer experience and is accountable for service commitment. Serve as the point of contact in resolving and responding to consumer/patient experience and regulatory concerns.
- Responsible for the market launch of Service Commitments and is a champion for consumer experience excellence.
- Provide market-wide leadership for service recovery systems, processes, and behaviors, demonstrating exceptional negotiation and conflict resolution skills in addressing dissatisfied consumers and patients.
- Coordinate multi-disciplinary reviews and responses when needed for more complex complaints and serves as a market service recovery point person for any external and/or regulatory needs.

What You Will Need:
**Education**:

- High School diploma equivalency with 3 years of cumulative experience OR Associate's
degree/Bachelor's degree with 2 year of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences:

- **1 year of Leadership/Management experience**:

- **Bachelors in a healthcare speciality preferred**:

- ** Experience in healthcare**:

- ** Experience in patient advocacy**

Why Join Our Team:
Ascension Saint Agnes in Baltimore, Maryland operates a full-service, 254-bed teaching hospital, the Ascension Saint Agnes Medical Group, Ascension Saint Agnes Imaging Center and Ascension Saint Agnes Foundation. As an associate, you will be a part of a team that is committed to providing a place of respect and inclusion for all associates, as well as a rich learning environment with countless opportunities for career growth and professional development.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer:
Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Pay Non-Discrimination Notice

**Benefits**:
Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your communitySalary Description: From $80,059.20 a year

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