Position Summary / Career Interest:

The Customer Experience Program Specialist - GB position is responsible for understanding patient experience education and training needs across the Great Bend campus through analysis of patient satisfaction scores and organization needs, observation of the service experience across the campus and collaboration with health system leaders. The Customer Experience Program Specialist - GB is also responsible for developing and delivering training and education to address needs.

Responsibilities and Essential Job Functions

• Provides oversight for the Customer Service Training (CST) program in Great Bend in partnership with the Vice President of Culture.
• Identifies and trains new CST facilitators at the Great Bend campus in partnership with the Vice President of Culture.
• Ensures availability of CST through personal facilitation of the content where needed.
• Supports the consistent and effective delivery of CST through periodic observation, review and coaching of facilitators.
• Develops content for, and coordinates implementation of accelerated CST classes for existing employees who have not been trained or who would benefit from retraining sessions.
• Conducts continual assessment and revision of content for CST content for new employees.
• Partners with cross functional areas to identify and recommend new Customer Service or Patient Experience-related courses. Also responds to new course requests from health system leadership.
• Partners with leaders throughout the health system to optimize patient experience scores through training and activities specific to their areas and through training and education addressing health system initiatives.
• Evaluates and recommends training materials for use in courses, in addition to content for use in team meetings and leadership meetings to reinforce key service experience concepts.
• Collaborates, as appropriate, with HR on content development, delivery techniques, and assessment of facilitators.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Bachelors Degree
• 3 or more years of experience facilitating training sessions with adult learners
• Experience with content development for adult learners
• Experience with relationship-building, presentation, and analyzing data
• Experience planning, organizing, and being flexible in response to shifting priorities and multiple requests

Preferred Education and Experience

• Degree in business, HR, or clinical area
• Prior experience in a patient experience related role
• Prior experience developing and/or delivering patient experience training sessions in a health system

Preferred Licensure and Certification

• Active license if clinically trained

Preferred Language Skills

• Fluent Spanish -

Knowledge Requirements

• Microsoft Office Suite
• Organizational skills

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.