Non-Clinical Careers at Lifespan

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.

EXPERIENCE:
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.