JOB SUMMARY:

To provide the coordination necessary for the establishment and maintenance of the customer service access of the clinic through evaluation of patient satisfaction, staff satisfaction and future expectations.

 MAJOR DUTIES / CRITICAL TASKS: 

• Proactively resolves customer issues by going beyond the request and understanding the need.  Develops and implements tools, communications, and processes accordingly to address these needs
• Develops, coordinates, and organizes patient focus groups
• Compiles and analyzes reports regarding patient’s non-health issues and recommends process and/or system improvements to clinic management
• Serves as a liaison between the patient and the clinic to provide assistance and facilitate resolution of non-health issues.
• Consults with or refers to appropriate process area problems which are beyond scope of the role and ensures customer satisfaction and resolution.
• Resolves patient non-health issues in conjunction with clinic management and handles inquiries that require researching for solutions.
• Adheres to internal controls and reporting structure.
• Performs related duties as required.

 REQUIRED EDUCATION / EXPERIENCE:

Associate’s degree or equivalent in related field and three years of customer service related experience. 

EQUIPMENT:

 Standard office equipment.

 WORKING ENVIRONMENT:

 Standard hospital, clinical, laboratory and/or office environments.  May be exposed to such occupational hazards such as communicable diseases, harmful chemicals, and/or disoriented or combative patients.