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Chong Hua Hospital is looking to hire an experienced and highly motivated Sr. Patient Experience Specialist who will play a crucial role in driving quality customer relationships by ensuring high-quality service and satisfaction across multiple patient-centered touchpoints. S/he identifies areas of improvement in service quality, implements effective strategies to address customer concerns, analyzes feedback and trends from acquired data, and collaborates with other departments to implement necessary improvements on customer experiences. S/he supports the Customer Quality Improvement manager in overseeing the implementation of patient experiences quality improvement interventions aligned with the organization’s strategy.

Additionally, s/he assists in developing organized and efficient Quality Improvement tools and surveys that will be generated as the basis of best practices, and resolutions moving forward. As a subject-matter expert, s/he is able to escalate urgent concerns in customer relations experience, mentor and coach customer service champions, and facilitate appropriate interventions to bridge the gap in delivering exceptional customer experience.

Job Duties & Responsibilities

JOB DUTIES & RESPONSIBILITIES

These tasks are subject to change depending on the nature of service of the division/department or business direction.

Collaborates with central support departments to develop patient experience coaching strategies to support the success of improvement programs and initiatives.
Researches, reviews, and recommends evidence-based best practices for patient experience and service recovery as appropriate.
Identifies opportunities for continuous improvement, based on feedback, stakeholder engagement, trend analysis, etc.
Uses the information generated from surveys, interviews, and assessments to generate appropriate interventions.
Monitors the progress and effectiveness of implemented initiatives, collecting data, and metrics to evaluate their impact.
Investigates, identifies, and implements industry’s best practices to elevate customer service quality.
Reviews and refreshes one-point lessons deployed to all the units.
Assists other improvement programs as needed.

Intervention Facilitation

Develops training materials such as presentations, manuals, videos, and online modules incorporating adult learning principles and instructional design best practices to maximize learning effectiveness ensuring that the content is engaging, interactive, and informative.
Ensures the implementation of the activities under the CHEERS Umbrella program (e.g. Customer Services Trainings, Mystery Shopping, and the Short Learning Experience).
Supports the Talent Enablement team on the implementation of the Customer Service programs.
Collaborates with each department’s designated Customer Service Champions to provide support, training, and upskilling.
Collaborates with hospital leaders and staff to implement recommended interventions, build strong relationships to understand training needs, and effectively communicate with stakeholders to promote initiatives, address concerns, and gather feedback for continuous improvement specific to customer service.
Facilitates real-time intervention/coaching sessions on customer-service related incidents in aid of the Customer Services Champions who are also engaged in operational activities.
Provides support to certified Customer Service Champion’s, monitors the units’ Short Learning Experience intervention status and other hospital-wide obtained data which may need improvement.

Analysis and Recommendations

Prepares and analyses pertinent data as required by his/her immediate superior or the management.
Recommends changes and updates in processes, policies, procedures or standards in the department to improve quality of service.
Analyzes data to measure training impact, identify areas for improvement, and make necessary adjustments to training content and delivery methods.
Proposes analysis and design comprehensive interventions that address identified needs and align with organizational objectives.

Collaboration & Teamwork

Guides employee actions through one’s consistent practice and implementation of department’s policies, procedures, methods and guidelines.
May be tasked to lead cross-functional team to deliver projects or special tasks designed to improve specific areas of services in the hospital such as, but not limited to, process improvement, review of policies, etc.
Communicates job expectations;
May be tasked to plan, monitor, and appraise one’s job contribution; or conduct performance appraisal of members of the cross-functional team or other members.

Continuous Quality Improvement

Responsible for the review and streamlining of processes and policies to continuously improve the quality of service in the department.
Leads or directs the team or creates functional team to identify performance gaps and formulate strategic interventions to continuously improve on identified areas for improvement, when required
Oversees the development and placement of safety strategies and continuous quality improvement of service initiatives in the department.
Stay updated on industry trends, best practices, and technological advancements in training and development.
Collaborate with subject matter experts to incorporate relevant updates and enhancements into training programs.
Regularly review and revise training materials to ensure accuracy, relevance, and effectiveness.

Qualifications

A graduate of bachelor’s degree in BS Psychology, Education or related field, post graduate degree is an advantage.
With at least five (5) years of relevant work experience in training needs analysis, training and or learning and development.
Preferably with Organizational, Leadership, and Project Management Skills.
Healthcare industry experience is a plus.
Demonstrated excellent customer service and interpersonal skills.
Demonstrated above average understanding of corporate office software, including Microsoft Office 365 applications.
Excellent communication skills. Proficiency in the Visayan dialect and/or Tagalog is required.