Customer Care Coordinator

Job Title: Customer Care Coordinator Department: Office of Community Services Reports To: VP of Community Services FLSA Status: Non-exempt Salary/Wage: Hourly Work Hours: Full-time, 37.5 hrs weekly, routinely Mon – Fri, daytime, evening, and weekend hours are required, flex work schedule as approved by supervisor. May work remotely, however, should also average 15 hours a week in the office. Revised By/Date: KK 02/28/2024 HR Approval Date: SBB 02/29/2024

SUMMARY Under general supervision of the VP of Community Services, develops, assesses, evaluates, analyzes, and responds to patient service issues for the Organization, in addition to, the implementation of customer service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Review, investigate and document in a timely fashion, outcomes of patient complaints and provide summary to staff manager and written documentation to involved patient.
• Complete Post-Discharge surveys as required, enter survey data in a timely manner
• Lead, develop and maintain a customer service advisory team from across the organization to research, develop, implement, and evaluate an ongoing, comprehensive customer service program. Assist with development of reporting that analyzes customer service outcomes for the Organization, meet with managers and department heads to discuss data and recommended improvements to customer services
• Serve on QA & Continuous Quality Improvement Committee to share findings and outcomes related to patient complaints, Perception of Care outcomes, status of Post-Discharge Survey completion, and coordinate/facilitate Focus Groups
• Monitor, update, and maintain the Organization’s Plan for Consumer Input

MARGINAL DUTIES include the following:

• Attends all required meetings and training sessions.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience A bachelor’s degree is required and at least 3 years of work experience related to patient satisfaction, customer care, customer service, preferably in a human services environment, etc. or an equivalent combination of education and experience.

Language Skills Ability to read, analyze, and interpret technical procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from patients, other service providers, and staff.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations None required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, use hands to finger, handle, or feel, reach with hand and arms, and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand, climb, or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

COMMENTS:

LRADAC reserves the right to revise, modify or amend this job description at any time with or without notice to employees. Job descriptions are not intended as and do not create employment contracts. LRADAC maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.