Manager Customer Experience

2 weeks ago

Winter Garden, United States Orlando Health Full time

Position Summary:

- Orlando Health is a 3,200-bed system that includes 15 wholly-owned hospitals and emergency departments; rehabilitation services, cancer institutes, heart institutes, imaging and laboratory services, wound care centers, physician offices for adults and pediatrics, skilled nursing facilities, an in-patient behavioral health facility, home healthcare services in partnership with LHC Group, and urgent care centers in partnership with CareSpot Urgent Care. Nearly 4,200 physicians, representing more than 80 medical specialties and subspecialties have privileges across the Orlando Health system, which employs nearly 22,000 team members. Areas of clinical excellence are orthopedics, heart and vascular, cancer care, neurosciences, surgery, pediatric specialties, neonatology, women’s health and trauma._

Position Summary

The Manager, Customer Experience is responsible for inspiring, engaging, enabling, and holding every member of the team at their facility accountable for the customer experience. This role will measure all aspects of customer experience at the site level, developing and implementing processes to improve customer satisfaction and ensuring organizational accountability. This leader will coordinate with the System Director and other site leaders to address and align a system-wide and appropriately consistent approach to the customer experience using the Orlando Health Way as a guidepost

1 shift - with some flexability 8:30pm - 5:00pm Horizion and Reunion

**Responsibilities**:
**Essential Functions**

Works with the local Administration Team and collaborates with clinical, nonclinical and physician leadership to engage the entire team in understanding and creating exceptional experiences for all customers.
- Strategizes, develops, implements and monitors customer experience action plans to support site leadership and ensure execution with excellence.
- Coaches’ leadership on methods to achieve customer experience goals.
- Communicates customer experience trends and initiatives to Leadership and Team Members.
- Reviews and trends the results and comments from customer experience surveys.
- Develops and presents customer satisfaction analysis and metrics to leadership and their individual units.
- Participates in customer experience meetings by communicating customer experiences, current trends, and opportunities to recognize and reward Team Members exhibiting service excellence.
- Facilitates in the standardization of discharge phone calls and allied health rounding through the development and monitoring of data collection and trending.
- Leads service recovery efforts by intervening at the customer level and supporting and providing service recovery education and training to achieve service goals.
- Plans and executes projects and events to inspire an environment of service and hospitality at site.

Meets and communicates regularly with System Director and Field Leaders to ensure consistency with the Orlando Health Way approach to customer experience.
- Cascades system-wide customer experience messages, training and initiatives.
- Engages and rounds with onsite team to demonstrate Signature Orlando Health customer experience behavior.
- Measures customer experience outcomes as key indicators of the Orlando Health Way and report back to site leadership and System-level Customer Experience.
- Support the development of the Customer Experience portion of the Quarterly Operations Reviews.

Professional Competencies, Relationship Skills and Personal Attributes
- Demonstrates basic knowledge of statistics and statistical reporting methods, including third-party customer satisfaction surveys.
- Possesses excellent interpersonal skills and ability to work in a team environment.
- Respects the rights and privacy of others and holds staff member information in strict confidence.
- Manages within approved budget and department operating plan.
- Ensures compliance with all regulatory standards including Federal, State, local and Joint Commission.
- Prioritizes workload to manage multiple priorities.
- Uses problem-solving skills to meet goals.
- Enhances professional growth by participating in educational programs, current literature and/or workshops.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
- Maintains compliance with all Orlando Health policies and procedures

Qualifications:
**_ Education/Training_**
Bachelor’s degree in a related field required.

**_
Licensure/Certification_**
None

**_
Experience_**
- Two (2) years of customer service experience required.
- Three (3) years of management experience or experience managing projects required.
- Working knowledge of Microsoft Office programs (Word, Excel, Outlook, PowerPoint) required.

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