Lombard, Illinois
Service Excellence Manager - Customer Care- Patient Experien... Job Opening in Lombard, Illinois - Teamwork is what we?re all about at Lexington Health Care, working together to achieve positive patient outcomes. We realize that when you collaborate, great things are possible; for your patients, and for your career. Lexington proudly employs more than 2,500 employees allowing us to provide an immeasurable value to the communities we serve. So much of who we are comes from being an organization dedicated to the highest attainable quality of care available today. In an industry filled with rapid change and growth, our commitment to family values will never change. As a family owned organization, we have always maintained a unique perspective. Come see for yourself why it?s so fulfilling to be a part of Lexington!
Opportunity Summary:
Positions are at our Lake Zurich, Streamwood, and Wheeling locations
Manages the guest first impression process, conducts health care center tours, rounds the center to assure guest service excellence.
Responsible for understanding the needs of our patients and residents through multiple sources, including customer survey research, focus group interviews, guest room rounding, special market research initiatives and other listening posts. Works with Customer Service Excellence survey vendors to ensure appropriate sample sizes and focus for each service.
Partner to department leadership to create on-time closed loop feedback systems to support performance improvement, with communications provided to leaders including action plans where suggested.
Provides analysis of patient feedback information, ensures reports are statistically valid and meet contract specifications; oversees the timely distribution of reports to all relevant areas.
Manages the compliment/concern process with effective feedback loops and timely reporting.
Will work very closely with facility Administrator.
What we are Seeking:
Must have Bachelor's degree in related field
Healthcare or Hospitality experience strongly preferred with a emphasis on customer service and service recovery.
Previous experience in the development and implementation of quality or performance improvement plans preferred.
Strong interpersonal skills and drive with the ability to persuade and inspire.
Ability to read, write, and speak the English language.
Organized and detail oriented with sound analytical abilities and problem solving skills.
Above average oral and written communication skills.
Flexible scheduling, including early evenings possibly and a weekend shift
What We Offer:
We offer a professional work environment, growth and advancement, training, and a benefits package including a comprehensive Medical, dental, and vision plan, voluntary benefits, Credit Union, 401(k) savings plan with company match, holiday pay and paid time off.
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Healthcare of Hospitality: 3 years
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