Regional Customer Service Educator

2 weeks ago

Richmond, United States Medical Facilities of America Full time

Medical Facilities of America, a regional leader in healthcare and skilled nursing services, is seeking a qualified individual to join our growing team as a Regional Customer Service Educator.This position supports center in the Central and Northern region of Virginia.As a member of our Customer Service team, you'll be responsible for educating, promoting, advising, enhancing, monitoring, and evaluating all customer and employee satisfaction programs, digital marketing exposure, and overall quality care enhancements within the region.Other job duties include:

  • Make weekly facility visits/assessments.
  • Demonstrate a positive attitude by focusing on customer satisfaction, employee satisfaction and embracing culture change while celebrating successes.
  • Rounding on the floor making sure customer service is being upheld and patients are receiving timely care.
  • Enhance employee morale and retention via monthly team building and employee contests.
  • Engage customers to identify opportunities to improve service.
  • Engage employees to identify opportunities to improve culture and customer service.
  • Assist in training admissions concierges/coordinators.
  • Facilitate, implement, and assess employee moral/spirit committees in each facility. Attend monthly meetings when possible.
  • Proactively identifies and solves problems related to customer service.
  • Helps to create policies and systems that will enhance overall customer and employee satisfaction.
  • Follow up with concierges/coordinators to make sure all new admission surveys, discharge surveys, and outcomes are being completed.
  • Serves as a role model and is a Champion of Change always going above and beyond expectations to deliver service.
  • Monitors google reviews and assists with programs that will help increase ratings.
  • Run weekly meetings with concierges/coordinators in your region.
  • Completes assigned clerical work and projects, along with preparing weekly reports.
  • Enhance the overall quality of care in each facility.
  • Work with the concierge/coordinators and SW's to create a transitional care program - post discharge follow up.
  • Uses MS Office, Power Point, Word and Excel to complete assigned administrative tasks.
  • Upholds resident rights and confidentiality. Creates and supports a physical environment accessible and privacy, independence and comfort for staff and residents.
  • Monitors admission packages, and collateral materials for facilities.
  • Other duties as assigned.
Regional Customer Service Educator Qualifications:
  • College Degree Preferred. Associates or higher (can be CNA, MA, or LPN)
  • 2+ years customer service experience
  • 1+ years of training staff and public relations
  • Must have Skilled nursing experience.
  • Intermediate computer skills, intermediate typing and data entry
  • Excellent written and verbal communication skills
  • Excellent time management skills and dependable
  • Strong leadership skills with the ability to assess and evaluate facility dynamics.
  • Can do attitude.
  • Champion of Change
Benefits:
  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401k
  • Life Insurance

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