Customer Experience Training Specialist

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position is responsible for consulting, coaching and training department leaders and employees within specific care delivery sites on customer experience needs to develop a positive customer experience and optimize customer interactions. Responsible for collaborating with internal stakeholders on leveraging customer experience data to support enhancements to the customer experience. This role typically reports to the Director, Business Unit Customer Relationship Management.
The Customer Experience Training Specialist partners with leaders across ambulatory and outpatient care settings to drive improvements in the patient experience through data analysis, coaching, training, and process improvement initiatives. This role leverages patient feedback and customer experience metrics to identify trends, provide actionable insights, and support operational leaders in developing strategies that enhance satisfaction and service excellence. The consultant conducts onsite observations, facilitates customer service training for new and existing staff, and presents findings and recommendations to audiences ranging from frontline team members to senior leadership. The ideal candidate is a collaborative, relationship-focused professional with strong analytical and communication skills who is passionate about improving the patient experience and supporting a culture of exceptional care.Job Description

Must reside in the Greater Houston area and able to travel to all Memorial Hermann locations.

Desired Skills

• Experience in customer experience, patient experience, process improvement, or healthcare operations.

• Strong analytical skills with the ability to interpret data and identify trends.

• Experience presenting findings and recommendations to frontline staff and leadership.

• Ability to develop and deliver engaging training and coaching programs.

• Excellent communication, relationship-building, and consulting skills.

• Strong organizational skills with the ability to manage multiple priorities independently.

• Proficiency in Microsoft Excel and PowerPoint.

MINIMUM QUALIFICATIONS

Education:  Bachelor’s degree in a relevant field is required

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• Two (2) years of professional experience in education, business healthcare, and/or related to customer experience required

• Highly proficient in disaggregating and analyzing data and telling stories using data to drive business outcomes

• Experience creating and delivery training materials for various audiences

• Highly proficient in Microsoft Office suite, such as Excel and PowerPoint

• Consults, analyzes and tracks data for all clinics to support leaders in improving division goals

• Able to manage initiatives and consult across multiple locations while managing workload efficiently

• Ability to function autonomously

• Excellent verbal, written and interpersonal skills and ability to communicate with audiences at various levels

• Ability to create, design, and deliver engaging presentations targeted to audiences at various levels.

PRINCIPAL ACCOUNTABILITIES

• Works as a consultant to build and maintain positive relationships with various system and function department leaders to accomplish goals that improve or optimize customer experiences.

• Creating and developing content related to the needs of the site

• 1:1 observation, coaching and training of staff and/or leaders depending on site needs

• Conducts group training of staff depending on site needs

• Creating and delivering new and/or existing presentations depending on site needs

• Collaborates closely with the Consumer Experience Analytics team to analyze customer experience data to then be shared with the site leaders

• Utilize Consumer Experience Analytics data to create and development training content to share with site leaders

•  Supports leaders through trainings, observations and action planning to ensure customer experience needs and customer metrics are met

• Creates high-level content for customer experience trainings for entities across the function focusing on site based needs through on-site and/or virtual trainings

• Tracks and analyzes consumer experience data daily using Excel, the Consumer Experience platform, and other internal data sources on assigned entity locations to guide and support sites on development and action planning efforts

• Creates consumer experience-related content for various communication methods using platforms such as Social Chorus and Publisher for distribution to targeted audiences with the assistance of Internal Communications and/or Marketing depending on the needs and work required

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as a resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.

• Other duties as assigned.