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Service Excellence Specialist Job
Job Number: LCS15842
Job Title: Service Excellence Specialist
Department: Serv Excellence and Perf Analy - 0015004
Facility: Rhode Island Hospital
Location: Providence, RI
A bachelor’s degree in health administration or healthcare professional field is required. Master’s degree preferred. Six-Sigma Green Belt certification is required within 18 months of employment.
Understanding of patient/family and general customer service required; experience working with dissatisfied customers and difficult situations is preferred.
Experience with service recovery preferred; ability to manage difficult and angry customers constructively. Prior training or experience with de-escalation techniques preferred.
Individual should be familiar and able to work within a busy healthcare setting. Working knowledge of basic counseling techniques.
Proficiency in all Microsoft Office software applications required. Experience working with data entry systems/databases to include entering data and running reports required.
Excellent oral and written communication skills required. Proficiency in reading and writing in English required; proficiency in reading and writing in Spanish preferred. Ability to demonstrate appropriate grammar, punctuation and spelling in creating patient/family correspondence is required. Basic understanding of medical terminology is required.
Under the supervision of the Supervisor, Patient and Guest Services, perform a wide variety of duties in support of all aspects of improving patient/family experience across Lifespan care and service settings including use of patient satisfaction scores, complaints management/resolution per applicable regulatory requirements and patient advocacy. Supports activities to improve patient and guest experiences, including intake and triaging of patient complaints/grievances; facilitating and managing the thorough investigation of grievances; and responding to both complaints and compliments. Duties also include entry of compliments and complaints into electronic event reporting system; creating and running reports from the electronic event reporting system; and identifying opportunities for improvement based on analysis of findings.