Manager, Customer Relations and Service Excellence (On Site) Job Listing at NorthBay Healthcare in Fairfield, CA (Job ID 3476)

Description

At NorthBay Health, the Manager of Customer Relations and Service Excellence has responsibility for improving customer experience by administering NorthBay Health's Customer Relations function. This includes mentoring, guiding and evaluating the Patient Experience team, developmental coaching and assessment of enterprise-wide leaders and staff in service recovery skills and processes and leading complex or challenging service recovery events for de-escalation and resolution. The Manager is responsible for reporting on the team's goals and milestones and works collaboratively with the team and Director on goal setting, adjusting tactics as needed and incorporating new and evidence-based practices in service of our patients, families, support system and care teams. This role also supports pro-active strategies and tactics for Patient Experience, including but not limited to managing system-wide celebrations, Patient Experience week activities, development of web design (i.e., SharePoint).

At NorthBay Health, our vision is to be the trusted healthcare partner of choice for the communities we serve. We are dedicated to improving the well-being of our community by providing accessible, high-quality care to all who need it. Every member of our team plays a vital role in delivering compassionate and effective healthcare solutions. We invite you to join us in our mission to ensure that every patient and family member feels valued, respected, and cared for throughout their healthcare journey. Together, with your commitment to excellence, we will achieve our vision to be the trusted healthcare partner of choice for the communities we serve. 

1. Education: Associate degree plus equivalent work experience. Prefer Baccalaureate degree with a preference for a psychology, organizational development or health related field.  Master's Degree in a related field desired. 
2. Licensure/Certification: Patient Experience Professional Certification preferred and if not current, required to complete within one year of hire.
3. Experience: Five years of customer service or healthcare leadership required, with demonstrated expertise in conflict resolution and des-escalation, mediation, case investigation. At least four years of demonstrated progressive management experience with increasing scope of responsibility, with preference in an acute or ambulatory care environment.
4. Skills: Preference give to Spanish language competency.  Excel expertise, Sharepoint or web design highly preferred, prefer EHR and Database management skills.  Must be able to effectively prepare, present, and discuss reports and studies with management, physicians and other appropriate groups/individuals. Strong knowledge of accreditation and regulatory requirements (The Joint Commission, National Committee on Quality Assurance, California Department of Public Health, Centers for Medicare and Medicaid) 
5. Interpersonal Skills: Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. 
6. Compensation: Salary range $115k - $130K which will be based on years of experience doing the duties of the role.