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Customer Loyalty Specialist
OhioHealth. Present a caring, positive image of the care site and Customer Experience department to patients, families, visitors, and associates .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience management, conflict resolution, and effective communication within healthcare settings. Proficient in database management and data analytics to enhance patient satisfaction and service recovery initiatives.
Highest-signal resume keywords
Customer ServiceConflict ResolutionDatabase ManagementData AnalyticsMicrosoft Office Suite Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Typing ProficiencyDatabase ManagementData AnalyticsMedical Terminology
Soft Skills
Excellent CommunicationInterpersonal CommunicationTime ManagementOrganizational Skills
Industry Keywords
Customer ExperienceConsumer AdvocacyService RecoveryRegulatory Compliance
About the role
Key responsibilities & impact- Present a caring, positive image of the care site and Customer Experience department to patients, families, visitors, and associates
- Intake, investigate, resolve, and document customer inquiries and concerns received by telephone, in person, or in writing
- Use active listening, crisis communication skills, and the HEART model
- Gather pertinent information and contact associates, leaders, or physicians to resolve concerns
- Follow up with appropriate personnel to ensure resolution
- Maintain and track the hospital-wide complaint database
- Coordinate reward and recognition and service recovery amenity programs
- Maintain program par levels and manage related expenditures and budgets
- Coordinate care site-specific grievance meetings for regulatory compliance
- Oversee administrative operations of the Customer Experience office, including supplies, time and attendance, and customer-facing desk coverage
- Partner with Risk Management and provide consultation to department associates
- Monitor concern work lists and track and trend patient satisfaction
- Support process improvement related to customer concerns
- Represent the organization to the public and assist with impromptu inquiries
- Coordinate special projects, scheduling, and support for Customer Experience associates
- Coordinate daily functions of volunteers in the Customer Experience office
Requirements
What you’ll need- Education or experience in Communications, Public Relations, Social Sciences, a health-related field, or equivalent healthcare experience
- Knowledge of conflict resolution, interpersonal communication, win-win negotiations, and medical terminology
- Typing proficiency
- Microsoft Office Suite proficiency
- Database management
- Data analytics
- Excellent communication, customer service, time management, and organizational skills
- Two years of experience in a consumer advocacy or service role
Benefits
Comp & perks- Full-time schedule
- Day shift
- 40 scheduled weekly hours