Registration and Customer Relations Specialist



Institute for Healthcare Improvement

Position Summary

Manager of Customer Service

The Institute for Healthcare Improvement () is an independent not-for-profit organization that works with health care providers and leaders throughout the world to achieve safe and effective health care. IHI focuses on motivating and building the will for change, identifying and testing new models of care in partnership with both patients and health care professionals, and ensuring the broadest possible adoption of best practices and effective innovations. Based in Cambridge, Massachusetts, IHI mobilizes teams, organizations, and increasingly nations, through its staff of more than 100 people and partnerships with hundreds of faculty around the world.

Position Summary:

The Manager of Customer Service is overseeing the Customer Service function and team at IHI. This new position will be responsible leading the Customer Service team to become a highly knowledgeable team that provides excellent service to customers and to IHI employees and affiliated faculty. The Manager oversees the team who responds to customer calls and emails and also champions efforts to improve processes and communications for customers. This position requires a strong manager who can manage and mentor people and who is comfortable working through programmatic and technical issues across the organization that may be impeding our ability to provide great service.

Position Responsibilities:

• Set up and oversee all internal processes and staffing to respond promptly and fully to written, e-mail, and telephone customer inquires relating to , general program information, program enrollments, billing questions, content questions, etc.

• Build and continue to improve the training process and training schedules for Customer Service team members and back-up employees, including co-op students, temps, or other external resources. Create and maintain training manuals.

• Continue to build the internal value of CSI as the crucial front-lines with the customer. Partner with knowledge management, marketing and communications, event planning, and program staff to gather customer feedback and comments and to integrate that learning back into the planning for future efforts.

• In partnership with the Knowledge Management team, build a customer service knowledge base that allows customer service team members to answer typical customer questions about IHI programs, quality improvement topics, and other clinical topics that IHI has covered. Create and maintain email templates to properly respond to questions.

• Represent the needs of the customer service team in order to implement call tracking and customer relationship management in partnership with marketing, engineering, and various programs across the organization.

• Use internal and external customer feedback to develop and implement improvement projects related to processes and information systems.

• Oversee ongoing customer and employee surveys and other methods of gathering feedback in order to ensure stellar service and smooth, logical processes.

• Scope and manage the work of Customer Service staff. Hire and supervise team members. Coach team members for individual and team improvement as well as career opportunities.

• Represent team across the organization and orient new IHI employees to team roles.

• Develop and maintain measures of success for the department. Collect phone, email and staffing data and track measures.

• Understand and help achieve IHI mission and goals—and be able to convey these to our customers

• Function in and support a fast-paced team environment

• Commit to providing world-class customer service

• Possible light travel and on-site work

• Other duties as required

Position Knowledge, Skills, and Abilities:

• Must be a collegial yet decisive leader and be able to coach and mentor subordinates

• Must have a desire to investigate and solve challenges by working across teams and within limitations

• Must have excellent communication skills (written and verbal), including professional telephone etiquette

• Must have excellent organizational, planning, and multitasking skills

• Must have excellent interpersonal skills, and be a good motivator and team builder

• Must be able to work in a dynamic, fast-paced environment

• Must have a can-do/positive attitude with a high level of energy, self motivation, and resourcefulness

Position Qualifications:

• BS/BA degree required

• Prior management and supervisory experience required

• Two to three years experience in a customer service leadership role required

• Strong working knowledge of PC- based computing, particularly in Microsoft Office

• Experience with call center tracking and/or customer relationship management preferred

• Health care industry experience is preferred

Interested parties should send a cover letter and resume to:

Institute for Healthcare Improvement

Vice President, Human Resources

20 University Road, 7th Floor

Cambridge, MA 02138

employment@

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