Manager Of Customer Service In Illinois Job Details

Department: Marketing
Category: Management
Schedule: Full Time
Shift: Days
Hours: 8:00 a.m. - 4:30 p.m. M-F; Weekends as needed

Basic Function: 

Responsible for leading and improving Memorial?s customer service department and comprehensive customer satisfaction and improvement program. Primary responsibilities includes directing, supervising and developing customer service staff, overseeing the patient satisfaction survey process and methodology, developing and presenting customer service training to clinical and operations staff.  Member of MHS Great Patient Experience (GPE) leadership team. Chairs hospital?s patient grievance committee; directs patient complaint management process and manages other customer research/survey initiatives.

Specifications: Knowledge, Training, Work Experiences & Physical Effort:

1.    Minimum of 7 years in healthcare, customer service or related field.

2.    Bachelor?s Degree in healthcare, marketing, business or related field. Masters Degree preferred.

3.    Demonstrated leadership ability and supervisory experience.

4.    Demonstrated excellent written/oral communication and interpersonal skills.

5.    Demonstrated ability to establish trust and credibility with multiple constituencies.

6.    Demonstrated ability to work independently and solve problems in complex environments.

7.    Projects mature, even tempered and professional demeanor even under pressure.

8.    Demonstrated judgment and ability to work effectively with a wide range of staff, patients and families.

9.    Medium physical effort.

Date posted: 07/15/2010