Customer Experience Specialist - FT - Days - MRH Quality Improvement - Memorial Healthcare System
Hollywood, FL
About the Job
At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
Summary:
The Senior Customer Experience (CX) Specialist will work with multiple internal and external sources to assess and gauge customer needs and requirements, ensuring alignment with system goals and priorities that result in enhanced patient and customer experiences.
Highly preferred: Proficient with Microsoft Software, experience with presentations, ability to generate and track/ trend data for performance improvement
Responsibilities:
-Assists with project planning activities which may include project charter development and implementation plan building to ensure alignment with appropriate project management life cycle activities.-Supports the design of project timelines and roadmaps as a tool to communicate with various stakeholders.-Monitors progress against timeline and supports the preparation of monthly status reports to leadership.-Assists with the coordination and facilitation of assigned project meetings.-Partners with the project management office (PMO) or team to support programs and projects of medium to large scale and complexity.-Supports the ongoing program evaluation which may include the PMO toolbox to ensure best practices.
Competencies:
ACCOUNTABILITY, CUSTOMER SERVICE, DEVELOPS RELATIONSHIPS, EFFECTIVE COMMUNICATION, PROBLEM SOLVING, PROJECT MANAGEMENT, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR
Education and Certification Requirements:
Bachelors (Required)
Additional Job Information:
Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when required. Required Work Experience: 2 years of related experience or 2 years Customer Experience Journey Mapping. Additional Education Info: Related field or equivalent experience in Customer Experience Journey Mapping
Working Conditions and Physical Requirements:
Shift:
Primarily for office workers - not eligible for shift differential
Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
Summary:
The Senior Customer Experience (CX) Specialist will work with multiple internal and external sources to assess and gauge customer needs and requirements, ensuring alignment with system goals and priorities that result in enhanced patient and customer experiences.
Highly preferred: Proficient with Microsoft Software, experience with presentations, ability to generate and track/ trend data for performance improvement
Responsibilities:
-Assists with project planning activities which may include project charter development and implementation plan building to ensure alignment with appropriate project management life cycle activities.-Supports the design of project timelines and roadmaps as a tool to communicate with various stakeholders.-Monitors progress against timeline and supports the preparation of monthly status reports to leadership.-Assists with the coordination and facilitation of assigned project meetings.-Partners with the project management office (PMO) or team to support programs and projects of medium to large scale and complexity.-Supports the ongoing program evaluation which may include the PMO toolbox to ensure best practices.
Competencies:
ACCOUNTABILITY, CUSTOMER SERVICE, DEVELOPS RELATIONSHIPS, EFFECTIVE COMMUNICATION, PROBLEM SOLVING, PROJECT MANAGEMENT, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR
Education and Certification Requirements:
Bachelors (Required)
Additional Job Information:
Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when required. Required Work Experience: 2 years of related experience or 2 years Customer Experience Journey Mapping. Additional Education Info: Related field or equivalent experience in Customer Experience Journey Mapping
Working Conditions and Physical Requirements:
- Bending and Stooping = 40%
- Climbing = 20%
- Keyboard Entry = 60%
- Kneeling = 40%
- Lifting/Carrying Patients 35 Pounds or Greater = 20%
- Lifting or Carrying 0 - 25 lbs Non-Patient = 60%
- Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40%
- Lifting or Carrying > 75 lbs Non-Patient = 20%
- Pushing or Pulling 0 - 25 lbs Non-Patient = 40%
- Pushing or Pulling 26 - 75 lbs Non-Patient = 40%
- Pushing or Pulling > 75 lbs Non-Patient = 20%
- Reaching = 40%
- Repetitive Movement Foot/Leg = 0%
- Repetitive Movement Hand/Arm = 60%
- Running = 0%
- Sitting = 60%
- Squatting = 40%
- Standing = 60%
- Walking = 60%
- Audible Speech = 60%
- Hearing Acuity = 60%
- Smelling Acuity = 0%
- Taste Discrimination = 0%
- Depth Perception = 60%
- Distinguish Color = 60%
- Seeing - Far = 60%
- Seeing - Near = 60%
- Bio hazardous Waste = 20%
- Biological Hazards - Respiratory = 20%
- Biological Hazards - Skin or Ingestion = 20%
- Blood and/or Bodily Fluids = 20%
- Communicable Diseases and/or Pathogens = 20%
- Asbestos = 0%
- Cytotoxic Chemicals = 20%
- Dust = 60%
- Gas/Vapors/Fumes = 20%
- Hazardous Chemicals = 20%
- Hazardous Medication = 20%
- Latex = 20%
- Computer Monitor = 60%
- Domestic Animals = 20%
- Extreme Heat/Cold = 0%
- Fire Risk = 0%
- Hazardous Noise = 20%
- Heating Devices = 0%
- Hypoxia = 0%
- Laser/High Intensity Lights = 20%
- Magnetic Fields = 20%
- Moving Mechanical Parts = 20%
- Needles/Sharp Objects = 0%
- Potential Electric Shock = 20%
- Potential for Physical Assault = 0%
- Radiation = 20%
- Sudden Decompression During Flights = 0%
- Unprotected Heights = 0%
- Wet or Slippery Surfaces = 20%
Shift:
Primarily for office workers - not eligible for shift differential
Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
Source : Memorial Healthcare System