Be a Child's Champion

Culture/Experience Facilitator (Full Time, Day Shift)

PATIENT & GUEST SERVICES Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus Miami, Florida Requisition ID 24522

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Description

Job Summary

In collaboration with the Patient & Guest Relations department, expands and develops the service excellence program at the hospital to support strategic initiatives and drive customer satisfaction. Works collaboratively with all departments within the system to develop and sustain a culture of customer experience. Responsible for coordinating, implementing, and conducting system-wide comprehensive training.

Qualifications

Minimum Job Requirements

Bachelor's Degree in Education, Business, Health Services Administration or Communication preferred
Active and valid State of Florida driver’s license with an approved driving record pursuant to our policy and maintained throughout employment
1-3 years of experience in employee engagement, training and development, human resources, or patient experience fields
3-5 years of customer service experience
Intermediate proficiency in Microsoft Office Solutions

Knowledge, Skills, and Abilities

Experience with managing training site logistics preferred
Experience as an instructor or trainer in the adult learning arena preferred
Excellent customer service skills
Ability to communicate effectively both verbally and in writing
Ability to appropriately interact with patients, caregivers, physicians and multidisciplinary co-workers in all work related solutions
Ability to work independently
Ability to multi-task
Strong interpersonal skills
Ability to conduct research and organize information
Able to translate data findings into demonstrable actions that will drive process improvement

Job Specific Duties

Ensures multi-generational staff is trained through orientation & in-service sessions sustaining high levels of basic professional behaviors in order to achieve higher customer satisfaction results.
Conducts observations in clinical and non-clinical areas throughout the system to better identify and understand gaps in order to develop customized plans for service enhancement training.
In collaboration with Patient & Guest Relations department, reviews and analyzes Service Excellence Index action plans and crafts sustainability for plans based on specific department needs.
In collaboration with Patient & Guest Relations department, expands and develops the service excellence program at the hospital to support strategic initiatives and drive customer satisfaction.
Utilizes the customer satisfaction data to work with appropriate leadership and staff to facilitate problem solving, interpretation of data, improvement of care, and increased communication.
Develops and encourages the sharing of customer service "best practices" between departments, off-site campuses, physician practices and all throughout the organization.
In collaboration with Patient & Guest Relations department, creates and deploys standardized and detailed communication plans and scripts for staff and leaders to interact with families (Greet).
Facilitates workshops, training, and in-service sessions to train, orient, and sustain experience levels.
Assists leader with special projects and performs research to support training projects.

Job :

Professional

Primary Location :

Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

Department :

PATIENT & GUEST SERVICES-2100-868001

Job Status

:Full Time

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Joining a new organization can be daunting or overwhelming. But at Nicklaus, your colleagues make you feel welcomed. They taught me to celebrate our accomplishments and band together during challenging times. This is not easy to find in healthcare these days, so I’m grateful to have found an amazing place to work with people and leadership who have my well-being in mind.
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