Customer Quality Specialist
Company: Accreditation Commission for Health Care (ACHC)
Location: Cary
Posted on: February 24, 2021
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Job Description:
Are you a caring and patient individual who is driven by
providing the best possible customer experience?--ACHC's Quality
team is looking for a Customer Quality Specialist to help measure
and promote customer satisfaction.--This person is responsible for
obtaining and analyzing customer and consumer feedback utilizing
various methods, and working with management to facilitate and
document all feedback and resolutions.--This Specialist will
participate in complaint investigations and should exhibit
diligence in the escalation of issues.--Success in this role
requires excellent listening skills, effective time management, and
exceptional attention to detail in reporting.--The ideal candidate
will also possess the exceptional interpersonal skills needed to
provide the high level of customer service that ACHC is known for
and expects, helping us to maximize our customer loyalty and
retention.Responsibilities include:* Obtains customer satisfaction
feedback through telephone calls, emailed surveys or other
customary methods.--Monitors database reminders or other methods to
prompt initiation of satisfaction surveys.* Initiates escalation of
all customer satisfaction feedback which meets the criteria
described in the Customer Satisfaction Escalation
Process.--Monitors activities to ensure that resolution is
reached.* Obtains information and processes complaints by consumers
against ACHC's accredited organizations, as well as complaints
against ACHC by its customers.--Follows HIPAA guidelines to ensure
privacy of any sensitive information.* Analyzes feedback data and
prepares charts/reports for determination of trends and/or to
assess need for process improvements.* Participates in
projects/activities as requested involving quality and compliance
with applicable ISO requirements.* Conducts research, upon request,
to obtain competitive, comparative and other relevant data and
information in support of ISO and other quality-related
initiatives.* Coordinates with other Customer Quality Specialist to
ensure coverage of the customer satisfaction, escalation, customer
and accredited organization complaint processes as necessary.*
Performs back-up functions for other Customer Quality Specialist,
as well as other Quality staff, upon request.* Complies with ACHC's
Quality Management System (QMS), established policies and
procedures, and achievement of the quality objectives (Balanced
Score Card). * Participates in ACHC QMS internal audit
activities?Skills and Experience Needed:* Minimum two-year
Associates Degree (Bachelors preferred) in a related field with a
minimum3 years of relevant work experience in a business setting;
or a high school education with a minimum of five years of relevant
work experience in a business setting related area.* Prior customer
service experience required; strong interpersonal skills with
proven ability to manage difficult customer situations while
remaining pleasant and professional at all times.* Experience
working with and developing customer surveys is preferred.* Highly
organized and detail oriented, with excellent communication and
proofreading skills.* Exceptional listening and facilitation skills
a must.* Proficiency in Microsoft Office applications with
familiarity in the use of databases. This position is office-based
in Cary, NC. Please send cover letter and resume, along with salary
requirements. Resumes submitted without desired salary information
will not be considered.At ACHC we aim to hire only the best. As a
non-for-profit company with a rapidly growing base of influence
within our markets, our philosophy is rooted in innovation,
best-in-class customer service, integrity, and, quite simply,
excellence. Our visionary market sensibility coupled with a
workplace that was recognized nationally as a 2017 Best Places to
Work award recipient, ACHC provides a competitive salary along with
a comprehensive benefits package featuring 100% paid Medical,
Dental, and Vision benefits for individuals. If you consider
yourself a goal-oriented leader who would like to be part of a
fun-loving, committed team of professionals who each play a vital
role in providing our customers with the industry's best customer
service experience, we would love to have you join us.
Keywords: Accreditation Commission for Health Care (ACHC), Cary , Customer Quality Specialist, Other , Cary, North Carolina
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