Job Details

Are you looking for a career opportunity working for a healthcare organization that is based on excellence and love?

ChristianaCare is one of the country's most dynamic healthcare organizations, centered on improving health outcomes, making high-quality care more accessible, and lowering healthcare costs. ChristianaCare includes an extensive network of outpatient services, home health care, urgent care centers, three hospitals (1,299 beds), a free-standing emergency department, a Level I trauma center and a Level III neonatal intensive care unit, a comprehensive stroke center and regional centers of excellence in heart and vascular care, cancer care, and women's health. It also includes the pioneering Gene Editing Institute and was rated by IDG Computerworld as one of the nation's Best Places to Work in IT. ChristianaCare is a nonprofit teaching health system with more than 260 residents and fellows. It is continually ranked by U.S. News & World Report as the Best Hospital. With the unique CareVio data-powered care coordination service and a focus on population health and value-based care, ChristianaCare is shaping the future of health care.

ChristianaCare Offers

Full Medical, Dental, Vision, Life Insurance, etc.Two retirement planning offerings, including 403(b) with company contributionsGenerous paid time off with annual roll-over and opportunities to cash out12-week paid parental leaveIncredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

About This Position

We are seeking a dedicated and empathetic Customer Service Representative to join our healthcare team. The successful candidate will focus on enhancing patient experience and satisfaction through effective communication, survey data analysis, and collaboration with healthcare professionals.

Key Responsibilities:

Patient Experience and Satisfaction

Provide exceptional customer service to patients, addressing their needs and concerns promptly and effectively.Ensure a positive and welcoming environment for all patients and their families.Monitor and improve patient satisfaction scores through regular feedback and interaction.

Survey Data Analysis

Collect and analyze patient feedback from surveys, including HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems).Identify trends and areas for improvement based on survey data.Prepare comprehensive reports and presentations on survey findings.

Presentation Skills

Develop and deliver presentations to healthcare staff and management on patient feedback and satisfaction metrics.Communicate survey results and improvement plans effectively to a diverse audience.

Training and Coaching

Provide training sessions for healthcare staff on best practices for patient interaction and service excellence.Offer coaching and support to team members to enhance their customer service skills.

HCAHPS Knowledge

Maintain up-to-date knowledge of HCAHPS guidelines and standards.Ensure compliance with HCAHPS requirements in all patient interactions and services.

Teamwork and Collaboration

Work closely with healthcare providers, administrators, and other team members to improve patient experience.Foster a collaborative and supportive team environment.Participate in team meetings and contribute to the development of patient-centered policies and practices.

*****Full job specification will be provided during the interview process.

Education and experience requirements:

Bachelor’s Degree required; Master’s preferred5+ years of project management experienceExperience with health care operationsProven success managing large projects using multiple project management techniquesExperience evaluating and implementing new technology solutionsDemonstrated certification and /or experience in advanced improvement science methodologies (LEAN, Six Sigma, etc.)

Post End DateFeb 3, 2025

EEO Posting Statement

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.