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 experiences.Translates complex systems and technical requirements into simplistic diagrams, models and designs to facilitate shared understanding and create prototypes that provide customer and patient-focused solutions.Develops 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 models.Leads 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 required. Required Work Experience: Two (2) years of related experience or two (2) years Customer Experience Journey Mapping. Other 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 Veteran’s 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 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net