Customer Quality Specialist

Company: Accreditation Commission for Health Care (ACHC)
Location: Cary
Posted on: February 24, 2021

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