Talent.com
Consumer Experience Specialist

Consumer Experience Specialist

Beacon Health SystemGranger, Indiana, United States, 46530
job_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Consumer Experience Specialist

The Consumer Experience Specialist at Beacon Health System serves as a primary point of contact for patients, families, or consumers with complaints, concerns, or questions. They identify, investigate, and alleviate concerns from escalating to grievances, which may result in review by regulatory agencies. This role collaborates with multidisciplinary teams to reduce adverse experience outcomes and enhance patient satisfaction, supporting Beacon’s mission to deliver exceptional care and build brand loyalty.

MISSION, VALUES and SERVICE GOALS

  • MISSION : We deliver outstanding care, inspire health, and connect with heart.
  • VALUES : Trust. Respect. Integrity. Compassion.
  • SERVICE GOALS : Personally connect. Keep everyone informed. Be on their team.

Represents Beacon administration to patients, patient's families, or visitors who have complaints, concerns or questions regarding services provided at Beacon Health System, and assists in coordinating or directly working on Incidents that happen at all locations by :

  • Lead investigations into patient and family concerns received via phone, email, online forms, etc.
  • Collaborate with local teams and leadership to resolve service issues and ensure regulatory compliance.
  • Mentor managers in complaint investigations across service lines and business units.
  • Notify leadership of events with potential regulatory, legal, or reputational implications.
  • Stay current on best practices in patient experience, safety, and regulatory standards (e.g. CMS, The Joint Commission).
  • Objectively listen to and address patient and family concerns.
  • Represent Beacon values in all service recovery efforts.
  • Document all feedback (compliments, complaints, grievances, suggestions) using a feedback management system.
  • Writing appropriate response letters with established guidelines / templates, and timelines.
  • Working with leadership to provide assistance and follow up on incidents that occur within the hospital, physician offices, or other Beacon entities.
  • Provide real-time service recovery using HEART (Hear, Empathize, Apologize, Respond, Thank) framework and escalate risk issues as needed.
  • Analyze trends in service concerns and recommend improvements.
  • Access and manage patient records in Cerner with strict confidentiality.
  • Support and train staff to align with organizational strategies.
  • Perform other duties as assigned.

    • Additional Responsibilities

  • Identify creative solutions to exceed customer expectations.
  • Recommend process improvements to enhance efficiency and satisfaction.
  • Maintain professional competence through continuous learning and training.
  • Foster a respectful, team-oriented work environment.
  • Communicate effectively with internal and external stakeholders.
  • Coordinate projects and maintain communication within the Consumer Experience team.
  • Perform other duties as assigned.

    • ORGANIZATIONAL RESPONSIBILITIES

    Associate complies with the following organizational requirements :

  • Attends and participates in department meetings and is accountable for all information shared.
  • Completes mandatory education, annual competencies and department specific education within established timeframes.
  • Completes annual employee health requirements within established timeframes.
  • Maintains license / certification, registration in good standing throughout fiscal year.
  • Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position / department.
  • Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
  • Adheres to regulatory agency requirements, survey process and compliance.
  • Complies with established organization and department policies.
  • Available to work overtime in addition to working additional or other shifts and schedules when required.

    • Commitment to Beacon's six-point Operating System, referred to as The Beacon Way :

  • Leverage innovation everywhere.
  • Cultivate human talent.
  • Embrace performance improvement.
  • Build greatness through accountability.
  • Use information to improve and advance.
  • Communicate clearly and continuously.

    • Education / Experience

  • The knowledge, skills and abilities as indicated below are normally acquired through successful completion of a Bachelor's Degree in a health related field or business. Preference of one to three years of one or more of the following : patient relations, advocacy, ombudsman, case management, or social work experience in a health care setting. Training or experience in conflict management or de-escalation techniques preferred. Knowledge of medical terminology preferred.

    • Skills and Competencies

  • Preferable knowledge of how the healthcare business functions, how patient care is delivered and what types of patient problems exist in a hospital or outpatient environments to evaluate and understand interpret clinical information.
  • Demonstrates well developed communication skills, orally and in writing, to enable strong interpersonal interaction and communicate sensitive issues with patients, family, physicians, Beacon associates, providers, and administration.
  • Requires a high level of objective, analytical, and problem solving skills to evaluate patient / family requests, concerns, and incidents through to resolution. Utilizes excellent listening, and verbal and written communication skills.
  • Demonstrates the ability to do research and review a medical record and glean information to make decisions based on facts.
  • Demonstrates a high degree of independence, integrity, accountability, confidentiality, and good listening skills in responding to the requests of patients, while also protecting the entity's reputational, financial, and customer service interests.
  • Requires ability to maintain strict confidentiality of all information utilized within department.
  • Demonstrates a high level of knowledge of the dynamics customer service and service recovery techniques.
  • Demonstrates the ability to provide a variety of risk management related information and education to associates as needed.
  • Demonstrates knowledge of and a commitment to Beacon Health System's mission and values and the organization's and department's goals.

    • Working Conditions

  • Works in an office and patient care environment.
  • May need to work during an early morning, evening and / or weekend as determined by department or organizational needs.
  • Ability to travel as needed.

    • Physical Demands

  • Requires the physical ability and stamina to perform the essential functions of the position.

    • PIc568c24562b0-30511-38440911

    serp_jobs.job_alerts.create_a_job

    Consumer Experience Specialist • Granger, Indiana, United States, 46530

    Job_description.internal_linking.related_jobs
    • serp_jobs.job_card.promoted
    Outside Insurance Sales - No Sales Experience Required!

    Outside Insurance Sales - No Sales Experience Required!

    Platinum Supplemental InsuranceSouth Bend, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Senior Customer Experience Specialist

    Senior Customer Experience Specialist

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Experience, Senior Specialist (Product).Key Responsibilities Handle approximately 40 product and technical support tickets daily with accuracy and empathy Man...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Experience Lead

    Customer Experience Lead

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Experience Lead.Key Responsibilities Lead escalated case resolution by managing high-priority requests and coordinating with internal and external partners Fa...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Remote AI Task Reviewer – Flexible Hours, No Experience Needed

    Remote AI Task Reviewer – Flexible Hours, No Experience Needed

    RLDGBerrien Springs, Michigan, United States
    serp_jobs.filters.remote
    serp_jobs.job_card.full_time
    Join our distributed team as a Remote AI Task Reviewer and help improve AI systems by completing short, style online tasks. This is an easy-to-learn role with full training and ongoing support.No pr...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Travel CT Tech - $2,116 to $2,365 per week in Decatur, CT

    Travel CT Tech - $2,116 to $2,365 per week in Decatur, CT

    AlliedTravelCareersDecatur, CT, US
    serp_jobs.job_card.full_time
    AlliedTravelCareers is working with Prime Time Healthcare to find a qualified CT Tech in Decatur, Connecticut, 35601!.Now Hiring : Allied Healthcare CT - Decatur, GA. Contact us for Pay Information.A...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Sales Enablement Specialist

    Sales Enablement Specialist

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Sales Enablement Specialist to lead the design and execution of onboarding and ongoing enablement programs for Go-to-Market teams. Key Responsibilities Own GTM onboardin...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    Customer Experience Supervisor

    Customer Experience Supervisor

    Worldwide FoamElkhart, IN, USA
    serp_jobs.job_card.full_time
    serp_jobs.filters_job_card.quick_apply
    Customer Experience Supervisor.Elkhart, IN | Full-Time | On-Site.Join a company where leadership, growth, and collaboration come together to deliver excellence. Customer Experience Supervisor.This r...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Guest Experience Lead

    Guest Experience Lead

    McDonald'sThree Rivers, MI, US
    serp_jobs.job_card.full_time
    Flexible scheduling with a side of always feeling valued.A job at McDonald's offers a job combo that fits YOU.Employee discounts and free meals. Paid sick leave and / or paid time off.Tuition reimburs...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Sales Representative - No Sales Experience Required!

    Sales Representative - No Sales Experience Required!

    Platinum Supplemental InsuranceSouth Bend, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Entry Level Insurance Sales - No Sales Experience Required!

    Entry Level Insurance Sales - No Sales Experience Required!

    Platinum Supplemental InsuranceElkhart, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Travel Technician / Technologist - $2,278 per week in Plymouth, IN

    Travel Technician / Technologist - $2,278 per week in Plymouth, IN

    AlliedTravelCareersPlymouth, IN, US
    serp_jobs.job_card.full_time
    AlliedTravelCareers is working with Medical Solutions to find a qualified Technician in Plymouth, Indiana, 46563!.A facility in Plymouth, IN is seeking its next amazing Tech.Read on if this sounds ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Insurance Sales Representative - No Sales Experience Required!

    Insurance Sales Representative - No Sales Experience Required!

    Platinum Supplemental InsuranceSouth Bend, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Senior Learning Experience Designer

    Senior Learning Experience Designer

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Learning Experience Designer - Product & Solution Sales.Key Responsibilities Design and develop engaging learning experiences for the frontline salesforce Drive...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Entry Level Insurance Sales Representative - No Sales Experience Required!

    Entry Level Insurance Sales Representative - No Sales Experience Required!

    Platinum Supplemental InsuranceElkhart, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Full Time Customer Experience Manager

    Full Time Customer Experience Manager

    MichaelsBenton Harbor, MI, US
    serp_jobs.job_card.full_time
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Insurance Sales Agent - No Sales Experience Required!

    Insurance Sales Agent - No Sales Experience Required!

    Platinum Supplemental InsuranceElkhart, Indiana
    serp_jobs.job_card.full_time
    Ready to jump-start your career and take charge of your earning potential?.At Platinum Supplemental Insurance, we’re looking for motivated individuals ready to learn, grow, and thrive in a fast-pac...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Tax Expert - Onsite - 2+ Yrs Paid Tax Experience Required

    Tax Expert - Onsite - 2+ Yrs Paid Tax Experience Required

    IntuitNappanee, IN, United States
    serp_jobs.job_card.full_time
    Intuit is seeking highly motivated individuals to join our dynamic team as dedicated TurboTax Live Seasonal Local Service Experts in one of our new TurboTax locations across the United States on a ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Customer Success Specialist

    Customer Success Specialist

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Success Professional - Remote.Key Responsibilities Serve as the primary contact for key account sales teams, facilitating communication across internal functio...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Growth Strategy Leader

    Growth Strategy Leader

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Head of Growth.Key Responsibilities Build and lead a cross-functional Growth organization across Sales, Marketing, Partnerships, and Customer Success Define go-to-mark...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    Digital Client Success Specialist

    Digital Client Success Specialist

    VirtualVocationsSouth Bend, Indiana, United States
    serp_jobs.job_card.full_time
    A company is looking for a Digital Client Success Specialist to manage client relationships and digital campaign execution in the North American higher education sector.Key Responsibilities Under...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours