8,895 Service Excellence jobs in the United States

**We are more than a health system. We are a belief system.** We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more - in our careers and in our communities.
**Job Description Summary:**
The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates. Ambassadors are responsible for giving and collecting information for visitors/families/patients regarding patient's location, condition, and when appropriate, treatment progress, all while maintaining confidentiality; facilitating communication between patient, family and hospital staff; acting as a patient advocate by investigating concerns and expediting admission and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring needs are being met; greeting, giving directions, and escorting visitors/families/patients, assisting with wheelchairs when necessary; answering multi-line phone and transferring callers to appropriate patient room or other location; overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas.
**Responsibilities And Duties:**
15%
Giving and collecting information to visitors/families/patients regarding the patient's, location, condition and treatment progress while maintaining confidentiality
25%
Communicating between patient, family and hospital staff
10%
Acting as an advocate by investigating and expediting admission and other delays.
5%
Resolving problems and complaints and escalating when necessary
15%
Responding to special needs and ensuring needs are being met
10%
Greeting, giving directions to and escorting visitors/families/patients, assisting with wheelchairs when necessary
5%
Answers multi-line phone and transfers callers to appropriate patient room or other location 8.
15%
Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.
**Minimum Qualifications:**
Bachelor's Degree (Required)
**Additional Job Description:**
Communications, Public Relations, Social Sciences, or health related field. Equivalent Experience may be considered. Knowledge of conflict resolution, interpersonal Communication, win-win negotiations, medical terminology, diversity training and working of hospital. Minimum Two Years of Experience in a consumer advocacy or service role.
**Work Shift:**
Variable
**Scheduled Weekly Hours :**
24
**Department**
Customer Experience Office
Join us!
. if your passion is to work in a caring environment
. if you believe that learning is a life-long process
. if you strive for excellence and want to be among the best in the healthcare industry
Equal Employment Opportunity
OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

**We are more than a health system. We are a belief system.** We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more - in our careers and in our communities.
**Job Description Summary:**
The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates. Ambassadors are responsible for giving and collecting information for visitors/families/patients regarding patient's location, condition, and when appropriate, treatment progress, all while maintaining confidentiality; facilitating communication between patient, family and hospital staff; acting as a patient advocate by investigating concerns and expediting admission and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring needs are being met; greeting, giving directions, and escorting visitors/families/patients, assisting with wheelchairs when necessary; answering multi-line phone and transferring callers to appropriate patient room or other location; overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas.
The hours for this position are Mon-Fri 2p-6p
**Responsibilities And Duties:**
15%
Giving and collecting information to visitors/families/patients regarding the patient's, location, condition and treatment progress while maintaining confidentiality
25%
Communicating between patient, family and hospital staff
10%
Acting as an advocate by investigating and expediting admission and other delays.
5%
Resolving problems and complaints and escalating when necessary
15%
Responding to special needs and ensuring needs are being met
10%
Greeting, giving directions to and escorting visitors/families/patients, assisting with wheelchairs when necessary
5%
Answers multi-line phone and transfers callers to appropriate patient room or other location 8.
15%
Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.
**Minimum Qualifications:**
Bachelor's Degree (Required)
**Additional Job Description:**
Communications, Public Relations, Social Sciences, or health related field. Equivalent Experience may be considered. Knowledge of conflict resolution, interpersonal Communication, win-win negotiations, medical terminology, diversity training and working of hospital. Minimum Two Years of Experience in a consumer advocacy or service role.
**Work Shift:**
Day
**Scheduled Weekly Hours :**
20
**Department**
Guest Services and Registration
Join us!
. if your passion is to work in a caring environment
. if you believe that learning is a life-long process
. if you strive for excellence and want to be among the best in the healthcare industry
Equal Employment Opportunity
OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

**_At Towne Park, it's more than a job, you can make an impact._**
A career with us is rewarding in more ways than one.
As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else's day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It's why we do what we do.
Towne Park is a place where you can make a difference and create smiles every day.
Click here ( for important notices that may be applicable to you.
For more information about our privacy policy, please click here ( .
**Job Details**
**Compensation:** Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate's job-related skills, experience, education or training, and location. The annual base pay range for this position is $95,000.00 - $125,000.00.
**Additional Compensation:** Employees may be eligible to receive annual incentive bonuses depending on their job classification and the policy guidelines.
**Benefits:** Employees are eligible to enroll in medical, dental, and vision insurance, accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are provided company-paid basic life and AD&D insurance as well as short-term and long-term disability. Employees are also able to enroll in the company's 401k retirement savings plan.
**Paid Time Off:** Employees accrue 0.0654 hours of PTO per hour worked up to a maximum of 136 hours per calendar year. Employees receive 6 paid holidays throughout the calendar year and employees accrue up to a maximum of 4 paid floating holidays per calendar year.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
**SUMMARY**
The Service Excellence Manager will lead and support service excellence at Towne Park, spanning more than 1,200 hospitality, commercial, and healthcare sites. This role is responsible for establishing and successfully managing core programs focused on Client and Guest Satisfaction. The manager will drive automation, partner with the Service Champion Network to support internal audits, and subsequently identify and close service gaps through data, structure, and accountability. The ideal candidate has a strong background in service, preferably luxury hospitality, and understands how to scale high standards across a large, dynamic organization.
**ESSENTIAL FUNCTIONS**
**Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.**
**Service Performance Infrastructure**
+ Oversee all tools and workflows that track Guest and Client Satisfaction
+ Partner with Business & Performance Analytics Team to maintain dashboards and ensure clean data flow from feedback tools (e.g., Survey submissions, QR / Text feedback).
+ Define score thresholds, triggers, and follow-up logic across all service metrics.
**Automation / Operational Systems**
+ Build and maintain automation rules for service alerts, escalations, reminders, and Plans of Action (POAs).
+ Use Smartsheet to manage workflows for internal audits, follow-up tasks, and score tracking.
+ Ensure real-time visibility for stakeholders via dashboards and automated reporting.
**Internal Audit / Mystery Shops**
+ Own the internal mystery shop program executed by Service Champions.
+ Define scoring methodology, cadence, and reporting standards.
+ Track shop completion rates, trends, and follow-up actions across business lines.
**Champion Program Leadership**
+ Build the Service Champion Network and establish a regular meeting cadence.
+ Directly support the network of Service Champions across regions.
+ Set expectations for audits, service coaching, and follow-up.
+ Monitor Champion performance and drive accountability.
**Recognition Culture**
+ Highlight top-performing teams and individuals for formal recognition.
+ Promote a culture of continuous improvement, accountability, and pride.
**Training Partnership**
+ Identify service gaps through feedback and audit trends.
+ Partner with Talent Development Team to develop targeted development solutions.
+ Align onboarding, coaching, and leadership messaging with Service Excellence goals.
**QUALIFICATIONS**
**Work Experience:**
+ 3-5 years in hospitality leadership, ideally luxury or high-standard service environments
+ Familiarity with customer feedback systems (client and guest satisfaction tracking)
+ Prior experience building automation in Smartsheet or similar platforms
+ Experience influencing frontline, field leadership, and cross-functional teams
**Knowledge & Skills:**
+ Strong data fluency; comfortable with Power BI, Smartsheet, or similar workflow automation tools
+ Experience building or managing service audit or feedback programs
+ Ability to drive projects cross-functionally
+ Passion for systems thinking, service excellence, and scalable operations
**SCOPE**
**Authority to Act:**
Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.
**Budget Responsibility:**
The employee has control over resources available only.
**WORKING CONDITIONS & PHYSICAL DEMANDS**
_The_ **_working conditions and physical demands_** _described here are representative of those that must be met by an associate to_ **_successfully perform the essential functions of this job_** _. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
**Physical Requirements**
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
**Lifting Requirements**
Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.
**Working Environment**
The majority of work will be performed in climate-controlled environments but may be exposed to inclement weather and varying degrees of temperatures on occasion.
**Travel**
Travel of up to 40% may be required.
Towne Park is an Equal Opportunity Employer (EOE). Towne Park provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Client Service Excellence Representatives connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience.

About this Job:

Work Model: This role will be remote once you complete our required hybrid licensing and training program.

Location: This role is only open to individuals living within a 50-mile radius of our Scottsdale, AZ (85260) location.

At Vanguard, we have a client-first mentality that we realize every day through our mission, to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

In this role, you will connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience. If you are passionate about helping others and are seeking an opportunity to use your customer service experience to positively impact our investors, join our team of crew as a Client Service Excellence Representative.

At Vanguard, we believe in supporting our crew personally through all life stages. Our benefits package was designed with you in mind, including benefits centered around financial and career stability, longevity, and balance. Total potential compensation range for your first full year in this role is $56,000 - $3,000 ( 48,750 - 55,000 base salary determined by skills and experience, plus quarterly performance-based bonuses, merit increases, and company bonuses) plus up to a 12,500 bonus upon obtaining the required licensing.

Responsibilities:

We are here to simplify the world of investing, meet our clients where they are, and ensure they feel supported when they call in to Vanguard. As a Client Service Excellence Representative, you will:

• Respond to a wide range of inquiries from our Personal Investor clients from financial inquiries like onboarding new clients to supporting them through their retirement.

• Maintain strong performance metrics.

• Increase functional expertise through direct upskilling and training programs.

• Lead with compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.

What it takes:

You do not have to be a financial expert to be an advocate for our clients!

This role at its core has one main goal: to create and maintain exceptional client experiences.

We welcome, and encourage, individuals from all backgrounds -- the most important things you need are strong client service experience and a desire to continuously grow your expertise. We have seen most success from individuals with:

• 3+ years of customer-facing and/or in-bound phone experience, demonstrated by strong interpersonal and client relationship management (CRM).

• A desire for stability and longevity in a role. This position is not intended as a stepping-stone for advancement into other roles and incentives individuals looking for a career in client service.

• A learners attitude and an appetite to continuously build your financial knowledge.

• High school, associate degree, or bachelors degree.

• This job requires a Series 7 and 63 regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

How we will help:

Choosing the next step in your career path can be a difficult decision we are here to support you to ensure you thrive at Vanguard. Our training and development program is designed with crew in mind. We will provide you with:

• Fully paid training and incentivized hybrid licensing program, focused on supporting individuals without a financial background to pass their SIE and FINRA Series 7 & 63. After joining corporate orientation, you will go straight into our licensing and training program, which normally takes around 7 months based on current licenses held.

• Access to learning and development resources to equip and empower you with the skills to become a functional subject matter expert in your field.

• Coaching by leaders to help you excel in this role.

• Knowledge building on services and processes to equip you with the expertise necessary to have meaningful conversations with our clients.

• Quarterly in-office collaboration activities to build a culture of teamwork, engagement, and inclusion.

Special Factors:

Please note new hires may need to be full jurisdiction registered in all US states and territories.

Vanguard is not offering visa sponsorship for this position.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Vanguard

Client Service Excellence Representatives connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience.

About this Job:

Work Model: This role will be remote once you complete our required hybrid licensing and training program.

Licensing: The SIE is a mandatory requirement of the job and must be obtained no later than 14 calendar days before identified start date . Vanguard will provide training resources and a voucher to cover the exam cost.

Location: This role is only open to individuals living within a 50-mile radius of our Malvern, PA (19355) location.

At Vanguard, we have a client-first mentality that we realize every day through our mission, to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

In this role, you will connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience. If you are passionate about helping others and are seeking an opportunity to use your customer service experience to positively impact our investors, join our team of crew as a Client Service Excellence Representative.

At Vanguard, we believe in supporting our crew personally through all life stages. Our benefits package was designed with you in mind, including benefits centered around financial and career stability, longevity, and balance. Total potential compensation range for your first full year in this role is $56,000 - $3,000 ( 48,750 - 55,000 base salary determined by skills and experience, plus quarterly performance-based bonuses, merit increases, and company bonuses) plus up to a 15,000 bonus upon obtaining the required licensing.

Responsibilities:

We are here to simplify the world of investing, meet our clients where they are, and ensure they feel supported when they call in to Vanguard. As a Client Service Excellence Representative, you will:

• Respond to a wide range of inquiries from our Personal Investor clients from financial inquiries like onboarding new clients to supporting them through their retirement.

• Maintain strong performance metrics.

• Increase functional expertise through direct upskilling and training programs.

• Lead with compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.

What it takes:

You do not have to be a financial expert to be an advocate for our clients!

This role at its core has one main goal: to create and maintain exceptional client experiences.

We welcome, and encourage, individuals from all backgrounds -- the most important things you need are strong client service experience and a desire to continuously grow your expertise. We have seen most success from individuals with:

• 3+ years of customer-facing and/or in-bound phone experience, demonstrated by strong interpersonal and client relationship management (CRM).

• A desire for stability and longevity in a role. This position is not intended as a stepping-stone for advancement into other roles and incentives individuals looking for a career in client service.

• A learners attitude and an appetite to continuously build your financial knowledge.

• High school, associate degree, or bachelors degree.

• This job requires a Series 7 and 63 regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

How we will help:

Choosing the next step in your career path can be a difficult decision we are here to support you to ensure you thrive at Vanguard. Our training and development program is designed with crew in mind. We will provide you with:

• Fully paid training and incentivized hybrid licensing program, focused on supporting individuals without a financial background to pass their SIE and FINRA Series 7 & 63. After joining corporate orientation, you will go straight into our licensing and training program, which normally takes around 7 months based on current licenses held.

• Access to learning and development resources to equip and empower you with the skills to become a functional subject matter expert in your field.

• Coaching by leaders to help you excel in this role.

• Knowledge building on services and processes to equip you with the expertise necessary to have meaningful conversations with our clients.

• Quarterly in-office collaboration activities to build a culture of teamwork, engagement, and inclusion.

Special Factors:

Please note new hires may need to be full jurisdiction registered in all US states and territories.

Vanguard is not offering visa sponsorship for this position.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

Vanguard

**About Us**
Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.
Our Core Values are:
+ We serve faithfully by doing what's right with a joyful heart.
+ We never settle by constantly striving for better.
+ We are in it together by supporting one another and those we serve.
+ We make an impact by taking initiative and delivering exceptional experience.
**Benefits**
Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:
+ Immediate eligibility for health and welfare benefits
+ 401 (k) savings plan with dollar-for-dollar match up to 5%
+ Tuition Reimbursement
+ PTO accrual beginning Day 1Note: Benefits may vary based upon position type and/or level
**Job Summary**
+ Embrace the Core Commitments at Baylor Scott & White Health by Serving faithfully, Striving for better, Supporting each other, and Delivering exceptional experiences.
+ Serve as the subject matter expert on patient survey processes and metrics, providing insights into trends and coaching clinic teams towards high levels of professionalism and attentiveness.
+ This individual contributor will take responsibility for educating clinic teams on the survey framework, developing programs to improve patient impressions, creating communications training, and partnering with clinic teams on action plans.
+ This individual contributor will report directly to the Office of Patient Experience and work closely with clinic leaders at the regional level in pursuit of local patient experience goals.
+ This position will be based remotely, with requirement to be present onsite at clinic locations throughout the Greater Austin Region. Travel required, with meetings and/or presentations outside of the Greater Austin Region, including multiple sites such as Ft. Worth/Dallas/Waxahachie/Waco/Temple/College Station.
**Essential Functions**
+ Define customer service standards to exceed patient expectations, grounded in survey data analysis to identify areas of opportunity; collaborate with clinic leaders to understand impact of factors influencing service excellence- work flow, communications, patient perceptions, and leading indicators.
+ Utilize standard reporting tools to disseminate survey results, including scores and comments, to guide clinic leaders in evaluating their team's effectiveness on delivering patient-centered health care. The individual contributor will become proficient with Press Ganey tools, gain knowledge on communication skills, and coach clinic teams towards achieving goals on service excellence.
+ Visit clinic sites daily in the Greater Austin Region to observe patient experience processes, communications with patients & peers, and share best practices from throughout the system. Develop strong working relationships with all team members in the clinic environment, cooperating with clerical/clinical support/care provider roles to mutually attain patient experience goals.
+ Participate in the implementation of any new technologies and/or system-wide initiatives that strengthen employee engagement and patient engagement. Partner with clinic teams to introduce principles of patient experience, train staff on report dashboards, foster trust amongst employees and customers, and support the well-being of everyone.
+ Explore areas of opportunity to improve services across the continuum of care- patient flows from clinic consults to hospital procedures and back to clinics. Investigate intersections between clinic processes and hospital processes to make enhancements in communications with patients.
+ Embrace and execute the BSWH Exceptional Experience Plan- excel at patient experience work, listen to patient's perspective, prioritize actions based on data, promote transparency, disrupt with digital technologies, enhance resiliency of all team members.
+ Complete training program, uphold communication skills, and graduate to become Facilitator for Relationship Centered Communication (RCC). Subsequently, conduct RCC courses for clinic teams in the Greater Austin Region. Expand communications knowledge with incremental coursework in support of specific skills for positive change and better outcomes.
+ Perform duties to support Patient Experience work as defined by direct supervisor and/or director. **Key Success Factors**
+ Experience with Press Ganey or other industry standard surveys
+ Extensive knowledge of tools and techniques of quality performance measurement and data testing
+ Extensive knowledge of Texas, Joint Commission and CMS standards
+ Extensive knowledge of trends, developments, and research in providing high-quality safe care
+ Skilled facilitator, coach, consultant, influencer, management and strategic thinking skills
+ Skilled in the use of computers, and related software applications
+ Exceptional verbal, social and written communication skills
+ Able to mentor, train and develop instructional materials to educate leadership and staff in quality, patient safety, regulatory issues
+ Able to work collaboratively and effectively with a wide range of stakeholders, and across organizational lines and teams
+ Able to identify and deploy required project management processes, tools, and templates needed to successfully drive initiatives
+ Able to partner with key stakeholders to identify impediments to success and recommend and implement corrective actions and/or mitigation
+ Able to work alone or with varying levels of direct or indirect supervision and guidance
+ Able to appropriately prioritize tasks to meet desired deadline
**Belonging Statement**
We believe that all people should feel welcomed, valued, and supported.
**QUALIFICATIONS**
+ EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
+ EXPERIENCE - 4 Years of Experience
As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

**Company :**
Allegheny Health Network
**Job Description :**
**_*This position is hybrid, with the option of working from home 2 days/week. Some weeks may require presence 5 days/week in the Pittsburgh, PA or Erie, PA hospital or organization setting.*_**
**GENERAL OVERVIEW:**
This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.
**ESSENTIAL RESPONSIBILITIES**
+ Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy Patient Complaints, Grievances and Compliments. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of all grievances, including details of the complaint, investigation, and resolution. Ensure compliance with all relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and efficiently. (50%)
+ Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de-escalate and provide crisis intervention assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering all relevant information and perspectives. Develop and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and escalate appropriately. Collaborate with Patient Safety officers to follow Allegations of Abuse algorithm in a timely manner. Collaborate with Regulatory leaders to investigate allegations of violation of patient rights, discrimination, or EMTALA in a timely manner. Collaborate with Revenue Cycle for care reviews. Collaborate with legal counsel to mitigate risk. Collaborate with Quality to provide trends regarding care concerns. Collaborate with EEHI for discrimination concerns. Participate in root cause analyses. (20%)
+ PFAC & Leadership (10%): Facilitate weekly grievance committee meetings with entity senior leadership. Present data and provide analysis, identify opportunities for improvement at quarterly PIOC meetings. Participate in entity Patient Experience Senior leadership meetings in collaboration with network Patient Experience leadership. Co-chair the Patient Experience Team. Facilitate meetings of the PFAC, ensuring a welcoming and inclusive environment for all participants. Guide discussions, gather feedback, and ensure that patient and family perspectives are incorporated into decision-making processes. Develop and implement strategies to enhance PFAC engagement and effectiveness. Communicate PFAC recommendations and insights to relevant stakeholders within the organization.
+ Education, Training & Program Development (10%): Design and present teaching, coaching, and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations. Train and coach clinical and non-clinical staff on timely management of patient complaints and grievances in the incident management system. Provide ongoing education and training to staff on service recovery and grievance management best practices. Develop and maintain resources and materials to support patient advocacy and grievance resolution. Stay abreast of relevant regulations and industry best practices related to service recovery and grievance management.
+ Rounding & Communication (10%): Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills.
+ Performs other duties as assigned or required.
**QUALIFICATIONS** :
**Minimum**
+ Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and/or education as determined by the company in lieu of bachelor's degree
+ 1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred.
+ Customer service skills
+ Excel, Microsoft Word and Power Point skills
**Preferred**
+ None
**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
**_Compliance Requirement_** _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._
_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company. policies and training requirements._
**Pay Range Minimum:**
$25.10
**Pay Range Maximum:**
$38.91
_Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.
For accommodation requests, please contact HR Services Online at
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J

**Company :**
Allegheny Health Network
**Job Description :**
**_*This position is hybrid, with the option of working from home 2 days/week. Some weeks may require presence 5 days/week in the Pittsburgh, PA or Erie, PA hospital or organization setting.*_**
**GENERAL OVERVIEW:**
This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.
**ESSENTIAL RESPONSIBILITIES**
+ Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy Patient Complaints, Grievances and Compliments. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of all grievances, including details of the complaint, investigation, and resolution. Ensure compliance with all relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and efficiently. (50%)
+ Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de-escalate and provide crisis intervention assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering all relevant information and perspectives. Develop and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and escalate appropriately. Collaborate with Patient Safety officers to follow Allegations of Abuse algorithm in a timely manner. Collaborate with Regulatory leaders to investigate allegations of violation of patient rights, discrimination, or EMTALA in a timely manner. Collaborate with Revenue Cycle for care reviews. Collaborate with legal counsel to mitigate risk. Collaborate with Quality to provide trends regarding care concerns. Collaborate with EEHI for discrimination concerns. Participate in root cause analyses. (20%)
+ PFAC & Leadership (10%): Facilitate weekly grievance committee meetings with entity senior leadership. Present data and provide analysis, identify opportunities for improvement at quarterly PIOC meetings. Participate in entity Patient Experience Senior leadership meetings in collaboration with network Patient Experience leadership. Co-chair the Patient Experience Team. Facilitate meetings of the PFAC, ensuring a welcoming and inclusive environment for all participants. Guide discussions, gather feedback, and ensure that patient and family perspectives are incorporated into decision-making processes. Develop and implement strategies to enhance PFAC engagement and effectiveness. Communicate PFAC recommendations and insights to relevant stakeholders within the organization.
+ Education, Training & Program Development (10%): Design and present teaching, coaching, and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations. Train and coach clinical and non-clinical staff on timely management of patient complaints and grievances in the incident management system. Provide ongoing education and training to staff on service recovery and grievance management best practices. Develop and maintain resources and materials to support patient advocacy and grievance resolution. Stay abreast of relevant regulations and industry best practices related to service recovery and grievance management.
+ Rounding & Communication (10%): Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills.
+ Performs other duties as assigned or required.
**QUALIFICATIONS** :
**Minimum**
+ Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and/or education as determined by the company in lieu of bachelor's degree
+ 1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred.
+ Customer service skills
+ Excel, Microsoft Word and Power Point skills
**Preferred**
+ None
**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
**_Compliance Requirement_** _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._
_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company. policies and training requirements._
**Pay Range Minimum:**
$25.10
**Pay Range Maximum:**
$38.91
_Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.
For accommodation requests, please contact HR Services Online at
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J

**Company :**
Allegheny Health Network
**Job Description :**
**_*This position is hybrid, with the option of working from home 2 days/week. Some weeks may require presence 5 days/week in the Pittsburgh, PA or Erie, PA hospital or organization setting.*_**
**GENERAL OVERVIEW:**
This job is responsible for the oversight and enhancement of all Service Excellence efforts including complaint, grievance, and internal investigations of patient and family concerns. Duties include service recovery and resolution of complaints, management of complaint and grievance process, patient and family advocacy, tracking and trending, reporting and identification of opportunities for improvement in compliance with CMS, Pa DOH, OCR and TJC regulatory requirements. This role also includes facilitating the Patient Family Advisory Council (PFAC) and providing education and training on service excellence best practices.
**ESSENTIAL RESPONSIBILITIES**
+ Effectively triage, investigate, resolve and document complaints and grievances while ensuring adherence to the Patient Bill of Rights, regulatory requirements and network policy Patient Complaints, Grievances and Compliments. Analyze complaints and grievances data and report trends and/or patient feedback to designated committees and teams. Serve as the designated Grievance Officer, fulfilling regulatory requirements for handling patient grievances. Maintain accurate records of all grievances, including details of the complaint, investigation, and resolution. Ensure compliance with all relevant policies and procedures regarding grievance management. Collaborate with internal stakeholders to resolve grievances effectively and efficiently. (50%)
+ Identify service recovery opportunities and collaborate with clinical and operational teams to address patient and family concerns. Collaborate with clinical and operational teams to effectively de-escalate and provide crisis intervention assistance in difficult patient and family interactions. Respond promptly and empathetically to patient concerns and complaints, both verbal and written. Conduct thorough investigations into patient grievances, gathering all relevant information and perspectives. Develop and implement appropriate service recovery plans to address patient concerns and restore their trust. Track and monitor the effectiveness of service recovery efforts, identifying areas for improvement. Identify patient safety and patient rights issues and escalate appropriately. Collaborate with Patient Safety officers to follow Allegations of Abuse algorithm in a timely manner. Collaborate with Regulatory leaders to investigate allegations of violation of patient rights, discrimination, or EMTALA in a timely manner. Collaborate with Revenue Cycle for care reviews. Collaborate with legal counsel to mitigate risk. Collaborate with Quality to provide trends regarding care concerns. Collaborate with EEHI for discrimination concerns. Participate in root cause analyses. (20%)
+ PFAC & Leadership (10%): Facilitate weekly grievance committee meetings with entity senior leadership. Present data and provide analysis, identify opportunities for improvement at quarterly PIOC meetings. Participate in entity Patient Experience Senior leadership meetings in collaboration with network Patient Experience leadership. Co-chair the Patient Experience Team. Facilitate meetings of the PFAC, ensuring a welcoming and inclusive environment for all participants. Guide discussions, gather feedback, and ensure that patient and family perspectives are incorporated into decision-making processes. Develop and implement strategies to enhance PFAC engagement and effectiveness. Communicate PFAC recommendations and insights to relevant stakeholders within the organization.
+ Education, Training & Program Development (10%): Design and present teaching, coaching, and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations. Train and coach clinical and non-clinical staff on timely management of patient complaints and grievances in the incident management system. Provide ongoing education and training to staff on service recovery and grievance management best practices. Develop and maintain resources and materials to support patient advocacy and grievance resolution. Stay abreast of relevant regulations and industry best practices related to service recovery and grievance management.
+ Rounding & Communication (10%): Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills.
+ Performs other duties as assigned or required.
**QUALIFICATIONS** :
**Minimum**
+ Bachelor's Degree in Education, Social Work, Counseling, or Healthcare or relevant experience and/or education as determined by the company in lieu of bachelor's degree
+ 1 year of experience in service recovery, grievance management, or a similar role within a healthcare setting; experience with database and/or regulatory reporting and/or proven teaching, training, and program management preferred.
+ Customer service skills
+ Excel, Microsoft Word and Power Point skills
**Preferred**
+ None
**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
**_Compliance Requirement_** _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._
_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company. policies and training requirements._
**Pay Range Minimum:**
$25.10
**Pay Range Maximum:**
$38.91
_Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.
For accommodation requests, please contact HR Services Online at
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J