Customer Experience Specialist Quality Improvement FT Days MHM

At Memorial we are dedicated to improving the health well-being and most of all quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

The Customer Experience (CX) Specialist works with multiple internal and external sources to assess and gauge customer needs and requirements ensuring alignment with system goals and priorities that result in enhanced patient and customer experiences.

Responsibilities:

Collaborates with multi-departmental service line leaders and stakeholders marketing and I.T. staff patients customers and external user groups in early stage concepts to develop intuitive user complex systems and technical requirements into simplistic diagrams models and designs to facilitate shared understanding and create prototypes that provide customer and patient-focused visualized experiences and designs systems for user interface flows interactions for web with wireframes mockups workflows journey maps and storyboards for multi digital channels to meet desired outcomes and interaction in identifying and defining the customer expectations by gathering internal and external requirements from the patient perspective that translates into optimized customer journeys that produces exceptional patient satisfaction and creates best-in-class customer experiences (website architecture design concepts user interfaces interaction models prototypes etc.).Conducts in-depth user research to design compelling online encounters that meet the business goals of the organization and the needs of the customer.

Competencies:

ACCOUNTABILITY ANALYSIS AND DECISION MAKING CREATIVITY CUSTOMER SERVICE ONLINE PATIENT EXPERIENCE PROFESSIONAL CREDIBILITY RESPONDING TO CHANGE STANDARDS OF BEHAVIOR WEB & DIGITAL INDUSTRY

Education and Certification Requirements:

Bachelors (Required)

Additional Job Information:

Complexity of Work: This role requires critical thinking skills effective communication decisive judgment and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when Work Experience: Two (2) years of related experience or two (2) years Customer Experience Journey Information: Additional Education Info: Related field or equivalent experience in Customer Experience Journey Mapping.

Working Conditions and Physical Requirements:

• Bending and Stooping 40%
• Climbing 20%
• Keyboard Entry 60%
• Kneeling 40%
• Lifting/Carrying Patients 35 Pounds or Greater 20%
• Lifting or Carrying 0 - 25 lbs Non-Patient 60%
• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient 40%
• Lifting or Carrying > 75 lbs Non-Patient 20%
• Pushing or Pulling 0 - 25 lbs Non-Patient 40%
• Pushing or Pulling 26 - 75 lbs Non-Patient 40%
• Pushing or Pulling > 75 lbs Non-Patient 20%
• Reaching 40%
• Repetitive Movement Foot/Leg 0%
• Repetitive Movement Hand/Arm 60%
• Running 0%
• Sitting 60%
• Squatting 40%
• Standing 60%
• Walking 60%
• Audible Speech 60%
• Hearing Acuity 60%
• Smelling Acuity 0%
• Taste Discrimination 0%
• Depth Perception 60%
• Distinguish Color 60%
• Seeing - Far 60%
• Seeing - Near 60%
• Bio hazardous Waste 20%
• Biological Hazards - Respiratory 20%
• Biological Hazards - Skin or Ingestion 20%
• Blood and/or Bodily Fluids 20%
• Communicable Diseases and/or Pathogens 20%
• Asbestos 0%
• Cytotoxic Chemicals 20%
• Dust 60%
• Gas/Vapors/Fumes 20%
• Hazardous Chemicals 20%
• Hazardous Medication 20%
• Latex 20%
• Computer Monitor 60%
• Domestic Animals 20%
• Extreme Heat/Cold 0%
• Fire Risk 0%
• Hazardous Noise 20%
• Heating Devices 0%
• Hypoxia 0%
• Laser/High Intensity Lights 20%
• Magnetic Fields 20%
• Moving Mechanical Parts 20%
• Needles/Sharp Objects 0%
• Potential Electric Shock 20%
• Potential for Physical Assault 0%
• Radiation 20%
• Sudden Decompression During Flights 0%
• Unprotected Heights 0%
• Wet or Slippery Surfaces 20%

Shift:

Primarily for office workers - not eligible for shift differential

Disclaimer: This job description is not intended nor should it be construed to be an exhaustive list of all responsibilities skills efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits hires and promotes qualified candidates for employment opportunities without regard to race color age religion gender gender identity or expression sexual orientation national origin veteran status disability genetic information or any factor prohibited by law.

We are proud to offer Veterans Preference to former military reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer pre-placement assessment including drug testing.

If you need reasonable accommodation during the application process please call (M-F 8am-5pm) or email