Escalation Manager Salary in Cincinnati, OH

Job Description Summary Provides oversight, guidance, and analysis to determine customer credit worthiness and manage the customer onboarding process. Directly manages team of Accounts Recievable Specialists and provides assistance in research, escalations, and root cause analysis for collection issues. Liases between sales operations and invoicing teams to drive efficiencies, improve customer interactions, and automate activities. Reports on metrics and goals to senior management. Essential Duties and Responsibilities Credit Management: Establishes customer credit limits in line with company policies and procedures, including but not limited to, analyzing financial statements, credit references, and 3rd party credit reports for new and existing customers. Provides customer support for external financing transactions. Monitors, measures, and adjusts credit departmental reporting for accuracy, timeliness and effectiveness. Manages customer PO compliance, billing portals, and overall customer account maintenance. Maintains and adjusts (as necessary) all policies and procedures related to credit and collections from internal and external audit perspective.Collections Management: Manages end-to-end collections process collaborating with Sales Operations, Sales Management, Invoicing, and Accounting teams. Coordinates and reviews all collection reporting to ascertain status of collection and outstanding balances, working with each team member to maximize collections and reduce past due balances. Maintains accurate records, completes research, communicates, and resolves issues regarding status of collections on accounts. Connects with customers to arrange payments or resolve issues preventing payments and escalating important issues to appropriate parties. Analyze data to develop and adopt an effective course of action to resolve order and invoice disputes. Provides weekly cash receipts projections to support cash forecast models. Reviews and approves all customer credits, rebills, and refunds prior to processing. Plans, organizes, and leads the work of others to ensure a realistically distributed work load and customer service-oriented communications and approach. Provides coaching and mentoring, motivation, strategy suggestions, and guidance to collections associates in a manner that encourages self-management and empowerment within policies and procedures in addition to strengthening knowledge base to allow good judgement. Creates, administers, and evaluates effectiveness of current collection policies and procedures. Keeps executive management aware of critical receivable accounts and past due issues and recommends approach to increase and maximize collections. Provides weekly and monthly management reporting of AR aging and collection trends. Supports wider finance department and ensures department goals (days sales outstanding, bad debt expense/write-offs, and delinquency percentages) are met. Helps create and maintain clear and concise communications between invoicing and credit/collections team, fostering positive and successful work environment between two areas.General Responsibilities: Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations.Supervisory Responsibilities Directly supervises collections team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications To perform this job successfully, an individual should be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience/Technical Requirements/Certifications Equivalent combination accepted. Education: Bachelor's Degree in a related field. Experience / Technical Requirements 5 years experience in commercial credit and collections, accounting, and management. Proficient use of all Microsoft Office applications. Certifications NoneOther Skills and Abilities Excellent communication skills - oral and written presentation abilities. Ability to motivate and lead. Works well under pressure. Excellent problem solving skills, along with advanced mathematical and analytical skills. Ability to multi-task and work in fast paced environment. Ability to communicate with senior management effectively and with ease. Collaborates well with team members and cross-departmentally, as well as externally. Detailed oriented.Physical Demands The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Range: $70,500 - $91,500

Job Description Summary Responsible for the planning and management of IT projects through entire life cycle, applying our and Logicalis PMO project delivery methodology and delivering the desired outcome within the parameters of the approved Statement of Work (SOW). Leads Professional Services teams in initiating, planning, and delivery of technology solutions on time, within budget, and providing exceptional customer service. Primary activities include project management, internal and external communications, project cost management, and interfacing with customer contacts, project teams, and stakeholders. Essential Duties and ResponsibilitiesDemonstrates deep understanding of project management methodologies, practices, tools, techniques and applies appropriate collaboration skills while working in a matrixed environment.• Directs, communicates, and exhibits exceptional leadership behaviors to manage effective delivery of services and processes.Conducts project planning, execution, controlling, and closing activities in accordance with Logicalis Project Management Methodology.• Oversees any third-party vendors or partners' deliverables to Logicalis in coordination with vendor PM or POC • Ability to effectively lead others in all aspects of project delivery throughout the life of a project as follows: Project Planning Accountable for development and management to a defined Project Plan with Gantt Chart, predecessors, etc. Plans will be developed leveraging input from Logicalis, Customer, and any third party subject matter experts, aligned to the Deliverables in the SOW, with Milestones and quality gates to monitor progress. Compares actual performance with planned performance, analyzes variances, and takes action as needed to maintain schedule integrity. Scope Management: Ensures planning and execution of tasks, activities, and deliverables are consistent with the requirements defined in the SOW. When new scope is introduced, leads the effort in Change Management and development of a Project Change Request.. Project Budget Management: Ensures profitability targets are met or exceeded, billing milestones are tracked and processed, and reports Earned Value throughout the life of the project to maintain visibility of the financial health of the project.. Resource Schedule Management: Creates and maintains master project plan, requesting assignment and directing the resources required for delivery of services. Communicates and coordinates any necessary adjustments when necessary. Risk/Issue Management: Applies continuous risk management protocols (identifies and documents known risks) throughout the engagement, applying appropriate mitigation strategies in partnership with project team members and stakeholders..:Communications Management: Responsible for development of a Communication Plan to define the cadence and content for project meetings, status reporting, escalation management, etc., for customers, stakeholders, and the project team. Quality Management: Ensures Deliverables are provisioned and validated in accordance with the terms of the SOW ensuring the customer has accepted and is satisfied with the services provided. • Documents and shares lessons learned to support continuous process improvement.• Possesses functional knowledge of IT Infrastructure, Cloud, and/or Managed Services technologies within the Logicalis Service Portfolio and able to effectively support Engineers in the delivery of projects assigned. Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis exhibiting behaviors consistent with the organization's values.Qualifications The requirements listed below are representative of the experience, knowledge, skills, and/or abilities required to be successful in this role. Reasonable accommodations may be made to enable individuals with disabilities. Education/Experience/Technical Requirements/CertificationsEducation • Bachelor's Degree in a related field and formal Project Management TrainingExperience / Technical Requirements: • 7+ years of enterprise-level project management experience, managing complex Information Technology projects leading teams of up to 10 resources.7+ years of project management experience in IT Professional Services IT Infrastructure, Data Center, Cloud, and/or Managed Services technologies• Proficient in the use of all Microsoft Office applications including Microsoft Project, and experience working within Project or Project Portfolio or Workforce Management systems (i.e. Service Now). Certifications • Project Management Professional (PMP) strongly preferred. • CAPM, ITIL, CSM and/or technical certifications beneficial. *Logicalis at its discretion may consider a combination of education and experience requirements above if not all criteria are met, Travel Requirements Minimal. Most work can be performed remotely. Supervisory Responsibilities This job has no direct report supervisory responsibilities. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws. Salary Compensation Range: $100,000 to $135,000 plus bonus

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply.The Enterprise Banking Services (EBS) Card Operating Systems Administration Manager is accountable for the development, management, implementation, and research & resolution operating framework responsible for delivering core origination and support services for the Banks' Credit and Debit card programs, with a strong emphasis on Credit Card processing. This individual contributor is primarily involved in the change management of EBS' policy and standards, along with its execution through the ongoing development and enhancement of feature sets within the Consumer & Commercial Origination and interfaced systems. The EBS Card Operating Systems Administration Manager will serve as the LoansPQ, nCino, Card @ Once and Jack Henry Passport product advisor (serving all operational related lines of business), as well as the technical and operational expert with related processes associated with FIS Base2000, FIS EZ Card, FIS EZ Business, Visa VCF, and Visa Debit Processing Services (DPS).Essential Functions/Responsibilities• Serves as the primary point of contact for all bank and internal related projects impacting card processing and all escalations tied to system platforms within the origination and servicing process (LoansPQ, nCino, FIS Base2000, FIS EZ Card, FIS EZ Business, Visa VCF, and Visa Debit Processing Services (DPS).• Collaborate with key stakeholders to identify and implement process improvements that drive efficiency and enhance customer experience, with a primary focus on Credit Card operations.• Owns commercial & consumer Credit and Debit card origination process optimization through strategic use of technology including dashboard and report creation.• Primary and expert contact for research and resolution associated with card related internal and external inquiries. Responsible for the research, resolution, documentation and opportunities associated with each escalation.• Expert, amassing intimate knowledge of all capabilities and industry standards associated with the commercial & consumer origination and servicing systems involving Credit and Debit card processing• Prioritizes outstanding operational support requests across all lines of business and related enhancements into a sprint development portfolio• Oversees Credit and Debit card documentation system change management, serving as consultant to and liaison between decision makers in the "Line of Business ("LOB"), including Legal and Compliance• Consults on the end to end ("e2e") consumer & commercial Cards LOB team in the development of portfolio management related tools inside the origination & servicing platforms, including developing, managing, and communicating the rolling 24-month enhancement roadmap• Documents, manages, and tests all necessary operating rhythms to drive change in servicing, enhancements, and process related improvements• Assist with developing and formalizing Service Level Agreements (SLAs) with the various supported business lines• Develops comprehensive policy, procedures & training plans that ensure adherence to process, including operational observation strategies and tactics as proof of proficiency• Responsible for evaluating all new processes/enhancements/updates related to the operational processes within Credit and Debit Card origination and servicing• Develops and maintains the Commercial origination communication framework, ensuring alignment internally within the LOB• Prepare and deliver written and/or oral communications to selected stakeholders as needed - ability to tailor the message to senior and executive management• Responsible for managing operational riskMinimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job• Bachelor's degree in business, finance, or a related field.• Three to five years of experience in Credit Card operations, with a strong understanding of Credit Card origination and servicing processes. Experience in Debit Card operations is a plus.• Knowledge of regulatory requirements and industry best practices related to credit and debit card operations.• Three to five years of experience managing programs, projects, or process improvement initiatives in a financial services environment.• Expertise with MS Office products (Excel, Visio, Word, and PowerPoint)• Demonstrated critical thinking and planning at a strategic level. Ability to translate EBS and LOB strategic plans into specific objectives, necessary to create and execute project plans to achieve objectives.• A deep understanding of the interdependent relationship between business applications, modern integration platforms, infrastructure, data enablement, and the applications/services they enable, as well as the criticality of maintaining strong connections between the respective teams within IT, Compliance and key LOB business partners• Ability to translate operational/functional needs into business requirements.• Persuasive, professional communication style. Capable of communicating complex, technical topics to a wide variety of audiences. Ability to interact with senior and executive management, and influence decision makers.• Flexibility to adapt to rapidly changing conditions and priorities, and to redirect managers and teams toward new objective• Ability to perform in a high volume, stressful environment that works within deadlinesPreferred Knowledge and SkillsStrong knowledge of core Banking Operations software (i.e. FIS Base 2000, JHA Core & Passport, FIS EZ Card and EZ Business, LoansPQ, Visa VCF, nCino etc.)Level of Complexity and ScopeMid to large commercial & consumer banking Debit and Credit card originationDegree of Independence and Decision-Making• Works with minimal supervision• Uses independent judgement and has a high degree of responsibility• Acts as the senior point of escalation and resolves exceptions and complex process and product support problems• Be a resourceful, tactful, and motivated influencer who collaborates across all levels of the organizationRequired Supervisory ResponsibilitiesNo direct supervisory, but may act as a subject matter expert when advising othersMay be asked to mentor as neededPhysical RequirementsSometimes lifts and carries more than 20 poundsProlonged periods sitting at a desk and working on a computerMay sit or stand for extended periods of timeMay be required to be available for escalation purposes outside of regular business hoursHearing, Seeing, SpeakingCompliance StatementThe associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.Development and TrainingIt is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.We are an E-Verify Employer.

Supervisor, Shift Varies, Patient Relations UC Health is hiring a full-time Supervisor for Patient Relations at University of Cincinnati Medical Center. The Patient Relations Supervisor will support the Medical Centers and deliver high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures. About University of Cincinnati Medical Center As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati. UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.Education and Experience Requirements: Associates Degree required; Bachelors Degree preferred. Notary Public- State of Ohio if living in Ohio preferred. 2 years equivalent experience required. Excellent written and verbal communication skills. Proven experience as a trainer demonstrating coaching and mentoring leadership. Ability to learn and utilize multiple Information Systems and technological platforms (Oracle/OneTouch/Midas/ Epic). Problem Solving, Critical Thinking, Time management and organizational skills are essential in this fast-paced environment. At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable, and diverse place of employment.Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!About UC Health UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.Job Responsibilities Under the guidance of the UC Health (UCH) Leadership as designated in the organizational structure the supervisor is responsible for the day-to-day supervision and operation of the UC Medical Center Patient Relations department with regards to scheduling, PTO requests, corrective action, facilitating competency assessment through appropriate evaluation tools, interviewing potential candidates, yearly performance reviews, coaching of front-line staff. Patient Relations supervisor serves as the primary trainer for department practices, standard operating procedures, and documentation requirements to support personnel and external customers. Provides direct supervision of Patient Relations department day to day support of represented and non-represented staff. Handles issues that escalate, including staffing vacancies due to call offs or medical leaves, patient, and family meetings, rounding in family lounges and desk locations for staff oversight purposes. Provides coaching and counseling to direct report and provides prompt corrective action when appropriate with proper and accurate documentation. Includes oversight of Main Lobby Patient Information Desk team, Visitor Services Assistant teams. Provides oversight of Customer Service Consultants in the absence of, or when delegated by the Patient Relations manager. Ensures staff know performance expectations and are held accountable for professional behaviors and practice. Provides coaching with front line staff as appropriate for growth opportunities. Ensures cross training competency between various areas and facilitate collaboration between units. Develops department schedules and shift assignments of UC Health associates in areas of assigned responsibility to assure efficient, fair and adequate coverage of patient and family support needs. Oversees PTO requests, time/attendance records reporting and corrective action. Distributes workload in a fair and equitable manner within budgeted guidelines. Ensures proper communication of Patient Relations department issues and escalations in appropriate UC Health forums, supports open lines of communication between management, front line staff and interdepartmental communication. Actively participates in planning and facilitating staff department meetings, including daily huddles and one on one meetings when possible. Assists Director/Manager with Performance Improvement activities. Consults with both internal and external customers to ensure patient needs are met. Recommends and implements changes to work processes in coordination with administration, including but not limited to, Patient Relations team functions and processes, policy/procedure review and compliance, adherence to employee safety regulations and employee file maintenance. Prepare reports as requested by manager. Participates in interviews and provides recommendations of hiring of associates. Conducts on-going assessment of performance utilizing proper assessment tools. Prepares annual performance evaluations and reviews with leadership. Assists/conducts on-going assessments, annual performance evaluations and corrective action as indicated. Serves as a trainer for department related to standard operating procedures, documentation requirements and patient interaction protocols at UC Health, including environment of care, infection prevention and patient relations support and expectations. Other duties as assigned. Job Responsibilities Under the guidance of the UC Health (UCH) Leadership as designated in the organizational structure the supervisor is responsible for the day-to-day supervision and operation of the UC Medical Center Patient Relations department with regards to scheduling, PTO requests, corrective action, facilitating competency assessment through appropriate evaluation tools, interviewing potential candidates, yearly performance reviews, coaching of front-line staff. Patient Relations supervisor serves as the primary trainer for department practices, standard operating procedures, and documentation requirements to support personnel and external customers. Provides direct supervision of Patient Relations department day to day support of represented and non-represented staff. Handles issues that escalate, including staffing vacancies due to call offs or medical leaves, patient, and family meetings, rounding in family lounges and desk locations for staff oversight purposes. Provides coaching and counseling to direct report and provides prompt corrective action when appropriate with proper and accurate documentation. Includes oversight of Main Lobby Patient Information Desk team, Visitor Services Assistant teams. Provides oversight of Customer Service Consultants in the absence of, or when delegated by the Patient Relations manager. Ensures staff know performance expectations and are held accountable for professional behaviors and practice. Provides coaching with front line staff as appropriate for growth opportunities. Ensures cross training competency between various areas and facilitate collaboration between units. Develops department schedules and shift assignments of UC Health associates in areas of assigned responsibility to assure efficient, fair and adequate coverage of patient and family support needs. Oversees PTO requests, time/attendance records reporting and corrective action. Distributes workload in a fair and equitable manner within budgeted guidelines. Ensures proper communication of Patient Relations department issues and escalations in appropriate UC Health forums, supports open lines of communication between management, front line staff and interdepartmental communication. Actively participates in planning and facilitating staff department meetings, including daily huddles and one on one meetings when possible. Assists Director/Manager with Performance Improvement activities. Consults with both internal and external customers to ensure patient needs are met. Recommends and implements changes to work processes in coordination with administration, including but not limited to, Patient Relations team functions and processes, policy/procedure review and compliance, adherence to employee safety regulations and employee file maintenance. Prepare reports as requested by manager. Participates in interviews and provides recommendations of hiring of associates. Conducts on-going assessment of performance utilizing proper assessment tools. Prepares annual performance evaluations and reviews with leadership. Assists/conducts on-going assessments, annual performance evaluations and corrective action as indicated. Serves as a trainer for department related to standard operating procedures, documentation requirements and patient interaction protocols at UC Health, including environment of care, infection prevention and patient relations support and expectations. Other duties as assigned.

Responsible for receiving internal customer calls to the centralized UC Health Service Desk pertaining to UC Health standard hardware/software/accounts and networking problems. Provide basic to mid-level support for customer's technical problems and facilitate communication to other IS&T groups, when that expertise is needed. Receive external patient calls to provide technical login support of the MyChart application. Perform Data Center duties such as file transfers, monitor systems and the data center environment. Perform other assigned tasks.Education and Certification: Minimum Required: High School Diploma or GED Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation preferred. Technical Skills & Experience: 1-2 Years of Help Desk experience in a healthcare environment preferred. Proficiency in troubleshooting hardware, software, and network issues. Knowledge of operating systems (e.g., Windows, MacOS). Experience with remote desktop support tools and Active Directory Users and Computers. Experience in documenting troubleshooting steps, resolutions, and recurring issues for future reference and process improvement. Familiarity with IT Service Management (ITSM) tools for ticketing and tracking. Familiarity with healthcare-specific software and systems (e.g., Electronic Medical Records (EMR) such as EPIC, Picture Archiving and Communication Systems). Understanding of healthcare industry regulations such as HIPAA (Health Insurance Portability and Accountability Act) to ensure compliance when handling sensitive patient information. Ability to maintain confidentiality and professionalism, especially when dealing with sensitive patient information. Ability to configure and troubleshoot various devices including desktops, laptops, tablets, printers, and mobile devices. Availability and Flexibility: Ability to work weekends and holidays required. Typical shift is Monday through Friday with set hours, but will also be added to a rotating weekend and holiday schedule. Customer Service Skills: Excellent communication skills, both verbal and written. Patience and empathy in dealing with users who may be stressed or unfamiliar with technology. Ability to explain technical concepts in non-technical terms. Active listening skills to understand users' issues thoroughly. Strong interpersonal skills to build rapport with users and team members. Problem-Solving Abilities: Analytical mindset to diagnose and resolve issues efficiently. Ability to prioritize and manage multiple tasks simultaneously. Adaptability to quickly learn new technologies and procedures. Attention to detail to accurately document issues and solutions. Teamwork and Collaboration: Capacity to work effectively in a team environment. Willingness to share knowledge and assist colleagues when needed. Collaboration with other IT teams for escalation of complex issues. Problem Identification - Interact with internal customers/external patients, mostly via telephone, to secure relevant information and identify issues; may ask customer/patient to participate in diagnosis of problem. Communicate information clearly with other Service Desk staff, IS&T Management and other Tier 2 personnel when problem trends appear evident per established procedures. Use available documentation to identify cause-effect relationships. Monitor unresolved problems using provided tools. Problem Resolution and Escalation - Investigate and resolve a percentage of issues without escalating. Escalates unresolved problems to Tier 2 support and communicate using documented procedures. Interact with Manager, Supervisor, Service Desk team and other IS&T staff members to resolve problems. Commit to action after developing a plan based on logical assumptions and factual information. Applies knowledge of resources, constraints and procedures in the decision making process. System Monitoring and Processes - Run batch jobs and backups on various platforms per established procedures. Secure backup media in accordance with offsite storage procedures. Perform monitoring tasks to ensure all systems and applications are functioning properly or takes corrective action per established procedures. Monitor electrical, environmental and safety systems and takes remedial action per established procedures. Documentation - Complete shift logs, incident reports per established procedures. Enter customer issues into the incident database and forward to appropriate IS&T team. Participate in shift turnover meetings with colleagues. Other duties as assigned - Attend staff meetings and training sessions. Manage personal e-mail and chat communications in a timely manner. Complete other duties and tasks as may be asked by Manager or Supervisor.Problem Identification - Interact with internal customers/external patients, mostly via telephone, to secure relevant information and identify issues; may ask customer/patient to participate in diagnosis of problem. Communicate information clearly with other Service Desk staff, IS&T Management and other Tier 2 personnel when problem trends appear evident per established procedures. Use available documentation to identify cause-effect relationships. Monitor unresolved problems using provided tools. Problem Resolution and Escalation - Investigate and resolve a percentage of issues without escalating. Escalates unresolved problems to Tier 2 support and communicate using documented procedures. Interact with Manager, Supervisor, Service Desk team and other IS&T staff members to resolve problems. Commit to action after developing a plan based on logical assumptions and factual information. Applies knowledge of resources, constraints and procedures in the decision making process. System Monitoring and Processes - Run batch jobs and backups on various platforms per established procedures. Secure backup media in accordance with offsite storage procedures. Perform monitoring tasks to ensure all systems and applications are functioning properly or takes corrective action per established procedures. Monitor electrical, environmental and safety systems and takes remedial action per established procedures. Documentation - Complete shift logs, incident reports per established procedures. Enter customer issues into the incident database and forward to appropriate IS&T team. Participate in shift turnover meetings with colleagues. Other duties as assigned - Attend staff meetings and training sessions. Manage personal e-mail and chat communications in a timely manner. Complete other duties and tasks as may be asked by Manager or Supervisor.

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply.The Senior Digital Product Manager leads and manages teams responsible for delivery and rollout of the seamless experience for clients and associates. You develop and implement complex digital product roadmaps covering multiple lines of business and are accountable to achieve business outcomes in partnership with teams across the bank. You proactively identify data to improve performance and outcomes as you manage your digital product, your team, and partner relationships on a day-to-day basis. You thrive on working to ensure that the team has the right capacity, skillsets, and support to successfully develop, communicate, deliver, and drive adoption of your digital products.Essential Functions/ResponsibilitiesDevelop team resourcing plans and staff to deliver digital product roadmap(s) focused on achieving defined outcomes, forecast and plan for required roles and capacity, identify and engage internal and external resources, and create ongoing reporting to evaluate performance.Lead day-to-day management of assigned partner relationship(s) and serve as focal point within the bank to actively manage health of relationship, track performance compared to contractual agreement, manage expense including licensing and billing accuracy, align direction of bank needs with partner platform and resourcing, handle platform-wide decisions affecting multiple digital products, and identify escalations.Create training and development plans for members of your team to expand their knowledge of the platforms used, enhance their technical skillsets, and create development opportunities to increase associate engagement.Create and deliver digital product roadmap(s) by collaborating with lines of business and other stakeholders in strategic and day-to-day decision-making.Proactively identify data and metrics, collect voice of the user, and report production and quality of the seamless experience. Use insights and data to inform roadmap and prioritization decisions.Socialize and actively communicate your digital product roadmap(s) in partnership with line of business and other teams including Marketing, Technology, Call Center, Program Management, and others) and ensure that required processes to test, deploy, and provide ongoing support are defined and approved.Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the JobBachelor's degree required.Minimum 5 years digital product management experience and/or related work experience including business analyst, program/project management, industrial engineer, strategic planning with proven execution of plans and measurable outcomes.4+ years building exceptional digital experiences as a Product Manager or 3+ years experience implementing, configuring, or administering digital systems in Financial Services, Retail, or other highly complex and regulated industries using Agile Methodology.Demonstrated ability to lead people in both direct and indirect reporting relationships in the buildout of digital experiences or Salesforce implementations.Experience recruiting, training, retaining, and developing team capabilities in areas including technical skills / knowledge, Agile / scrum, software lifecycle management.Familiarity working with 3rd party partners to license and implement digital experiences with focus on implementation of strategic initiatives.Strong verbal and communication skills with extensive experience working across multiple stakeholder groups including Marketing, Operations, Call Center, and Technology.Preferred Knowledge and SkillsExperience with online banking or financial services management platformsExperience with both consumer and commercial banking products, processes and platforms.Level of Complexity and ScopeDegree of Independence and Decision-MakingRequired Supervisory ResponsibilitiesPhysical RequirementsCompliance StatementThe associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.Development and TrainingIt is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.We are an E-Verify Employer.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable and diverse place of employment. The Sr. Clinical Services Coordinator will coordinate and maintain clinical operations and perform responsible administrative duties in a confidential nature in support of office activities and patient care. The position will help leadership track and implement system and departmental initiatives. The Sr. Clinical Services Coordinator will assist with any patient care needs, clinic flow, or any other duties that support the growth of the clinic within the healthcare system.Minimum Required: High School Diploma or GED. Preferred: Associates Degree. | Minimum Required: 1 - 2 Years equivalent experience. Preferred: 3 - 5 Years equivalent experience. Required Skills and Knowledge: Excellent customer service skills. Ability to multitask and work independently.Excellent interpersonal skills. Ability to train others as needed.PATIENT POPULATION - (CLINICAL ONLY): Engages in population appropriate communication. Has knowledge of growth and development milestones and tasks. Gives clear instructions to patients/family regarding treatment. Involves family/guardian in the assessment, initial treatment and continuing care of the patient. Identifies any physical limitations of the patient and deploys intervention when necessary. Recognizes and responds appropriately to patients/families with behavioral health problems. Interprets population related data and plans care appropriately. Identifies and responds appropriately to different needs resulting from, unique psychological needs or those associated with religious / cultural norms. Performs treatments, administers medication or operates equipment safely. Recognizes and responds to signs/symptoms of abuse or neglect. Improve and Maintain Department Standards: Establish, maintain, and audit patient satisfaction information and data to improve patient satisfaction initiatives. Investigate patient satisfaction discrepancies and make recommendations to resolve and ensure future discrepancy is not repeated. Audit and analyze departmental processes and systems to ensure accuracy and all tasks are being carried out appropriately. Act as Subject Matter Expert for department within scope of practice. Maintain department goals and or tasks to keep them on schedule and help implement them. Update departmental policies and procedures, maintain records, and distribute to staff. Clinical Coordination: Coordinate and lead the work of designated staff, manage staff activities to meet departmental objectives related to patient care provided in the clinical area. Coordinate all office flow functions including staffing levels for the clinic. Assist with scheduling of any appointments, procedures, tests, surgeries or other related issues. Assist with referral and work ques Assist with pre-visit planning and preparation. Assist with pre-authorization, pre-certification. Develops knowledge of departmental and company programs acting as information liaison throughout the clinic to staff (patients if needed). Operations: Handling escalation of complaints and inquiries from patients and staff using exemplary customer service skills. Maintains department huddle boards for goals and metrics Promote a positive working environment throughout the clinic by leading by example. Resolve office issues in conjunction with Clinical Operations Supervisor or Manager. Develops knowledge of departmental and company programs acting as information liaison throughout the clinic to staff (patients if needed). Create Standard Operating Procedures to drive to consistency within the department. Create and coordinate training for new employees/internal transfers and staff outlined by leadership on any training or remediation. Monitor training completion and licensure renewals and work with leadership to get the training or licensure renewal completed in a timely manner. Carry out any clinic operational duties that will ensure continued positive clinic patient flow and patient experience. Administrative: Responsible for inventory control of office supplies. Responsible on scheduling and overseeing office equipment maintenance. Assist with chart preparation and any other clinic related paperwork. Assist with office administrative duties that may include (but not all inclusive): answering phones, calendar management, copying, faxing, mailing, scheduling meetings/appointments. Create reports to review and maintain enterprise standards. Other Duties: Other duties as assigned.PATIENT POPULATION - (CLINICAL ONLY): Engages in population appropriate communication. Has knowledge of growth and development milestones and tasks. Gives clear instructions to patients/family regarding treatment. Involves family/guardian in the assessment, initial treatment and continuing care of the patient. Identifies any physical limitations of the patient and deploys intervention when necessary. Recognizes and responds appropriately to patients/families with behavioral health problems. Interprets population related data and plans care appropriately. Identifies and responds appropriately to different needs resulting from, unique psychological needs or those associated with religious / cultural norms. Performs treatments, administers medication or operates equipment safely. Recognizes and responds to signs/symptoms of abuse or neglect. Improve and Maintain Department Standards: Establish, maintain, and audit patient satisfaction information and data to improve patient satisfaction initiatives. Investigate patient satisfaction discrepancies and make recommendations to resolve and ensure future discrepancy is not repeated. Audit and analyze departmental processes and systems to ensure accuracy and all tasks are being carried out appropriately. Act as Subject Matter Expert for department within scope of practice. Maintain department goals and or tasks to keep them on schedule and help implement them. Update departmental policies and procedures, maintain records, and distribute to staff. Clinical Coordination: Coordinate and lead the work of designated staff, manage staff activities to meet departmental objectives related to patient care provided in the clinical area. Coordinate all office flow functions including staffing levels for the clinic. Assist with scheduling of any appointments, procedures, tests, surgeries or other related issues. Assist with referral and work ques Assist with pre-visit planning and preparation. Assist with pre-authorization, pre-certification. Develops knowledge of departmental and company programs acting as information liaison throughout the clinic to staff (patients if needed). Operations: Handling escalation of complaints and inquiries from patients and staff using exemplary customer service skills. Maintains department huddle boards for goals and metrics Promote a positive working environment throughout the clinic by leading by example. Resolve office issues in conjunction with Clinical Operations Supervisor or Manager. Develops knowledge of departmental and company programs acting as information liaison throughout the clinic to staff (patients if needed). Create Standard Operating Procedures to drive to consistency within the department. Create and coordinate training for new employees/internal transfers and staff outlined by leadership on any training or remediation. Monitor training completion and licensure renewals and work with leadership to get the training or licensure renewal completed in a timely manner. Carry out any clinic operational duties that will ensure continued positive clinic patient flow and patient experience. Administrative: Responsible for inventory control of office supplies. Responsible on scheduling and overseeing office equipment maintenance. Assist with chart preparation and any other clinic related paperwork. Assist with office administrative duties that may include (but not all inclusive): answering phones, calendar management, copying, faxing, mailing, scheduling meetings/appointments. Create reports to review and maintain enterprise standards. Other Duties: Other duties as assigned.

Customer Service Manager We are looking for a proven leader to join our team as a Customer Service Manager.  The successful candidate for this role will be a strong communicator with a proven ability to build and motivate a successful team.  They will create a working environment that engages their team to perform at the highest level.  They will have a command of the company’s policies, processes and products along with strong analytical skills that enable them to effectively solve problems encountered by our customers.  They will ensure that our customers are consistently provided the highest level of service possible.  Responsibilities include: Manage the day-to-day operations of the Customer Service department Maintain effective customer relationships, both internal and external Handle complex customer complaints or inquiries that require a higher level of support or escalation Establish & document policies & procedures to ensure the highest level of service to the customer base Implement training and development programs to maximize staff performance Monitor department & staff performance against KPI’s and address issues Ensure the team adheres to legal and ethical standards when dealing with customers Manage department staff including hiring, termination, evaluations, promotion recommendations, etc.  Align department activities with corporate & sales organization objectives to ensure the success of strategic initiatives Establish an environment of continuous improvement to ensure processes and procedures are routinely challenged and improved Requirements include: 5+ years of Customer Service experience demonstrating strong leadership, problem-solving, and analytical skills Able to think fast, find answers, and respond quickly to customer issues, all with a polite and professional voice and manner Able to multitask, prioritize & manage time efficiently Proven ability to motivate a team and deal effectively with performance issues Excellent verbal and written communication skills Undergraduate degree in a relevant field of study Experience with ERP systems, Infor LX preferred Proficiency with Microsoft Office applications Department hours are 8:00 am – 6:30 pm, Monday-Friday.  Occasional shift rotations & holidays may be necessary to cover entire department. We offer an excellent compensation/benefits package. To inquire, please visit our Career Center at https://formicacareers.silkroad.com/. An Equal Opportunity/Affirmative Action Employer, M/F/D/V. Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 days from the date of the initial posting. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) See job description

Field Service Manager - Workspace ServicesOnsite in Cincinnati, OH Monday-Friday 8:00 am- 5:00 pmMinimum Knowledge, Skills and Abilities Required:Bachelor's degree in information technology, Computer Science, or 3+ years of relative work experienceProven experience in IT field service management or similar roleStrong technical background in IT systems, networks, hardware/software installations.Proven leadership and team management skills with the ability to lead, motivate, and develop a diverse team of technicians.Excellent communication and interpersonal skills, with the ability to interact effectively with customers, vendors, and co-workers.Ability to work collaboratively with cross-functional teams.Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.Willingness to travel up to 25% of time to customer sites and other company locations as needed.Valid driver's license and reliable transportation required.Core Function:The IT Field Service Manager will play a pivotal role in ensuring the seamless delivery of IT services to our customers. You will lead and inspire a team of field service technicians and be responsible for managing all aspects of field service operations. In additional, the Field Service Manager will provide direction, guidance, and support to ensure optimal performance and achievement of department goals, while fostering a culture of accountability, professionalism, and continuous improvement with the team. The Field Service Manager position will be key in overseeing the scheduling and coordination of field service activities including installations, moves, repairs, and maintenance, to ensure timely and efficient service delivery. The Field Service Manager will oversee a particular area and be accountable for understanding IT service requirements, addressing inquiries, and resolving issues in a timely manner. The Field Service Manager will be responsible for overseeing all aspects of field service operations, including managing a team of field technicians, coordinating service delivery, regional projects, and ensuring customer satisfaction. Additionally, this role involves occasional travel, approximately 25% of the time, to various locations.Essential Duties & Responsibilities:The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to this position.Manage and lead a regional team of field service technicians, providing guidance, training, and support as needed. Develop field service resources with technical and soft skills.Serve as the primary point of contact for regional customers, addressing their IT service needs and ensuring a high level of customer satisfaction.Act as an escalation point or single point of contact for regional field service resources in the field. Provide technical guidance and support to regional field service resources while assisting with complex troubleshooting, problem-solving, and resolution of technical issues.Monitor and track field service performance metrics, such as response times, resolution rates, and customer feedback to implement strategies for continuous improvement.Stay current with industry trends and technologies, participating in training and professional development activities as needed.Identify opportunities for process improvement, efficiency gains, and cost reduction in field service operations. Implement best practices, training programs, and quality initiatives to enhance service delivery and customer satisfaction.Help lead, coordinate, and deliver successful installs, moves, adds, and changes on a regional level.Assist with the preparation and development of reports and dashboards summarizing key performance indicators and SLA performance to help streamline processes, enhance service quality, and exceed customer expectations.Supervisory Responsibilities:Workforce management of Field Service Technicians including time & PTO management, performance reviews, coaching, disciplinary action, and more as necessary.Physical and Mental Demands:The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical DemandsWhile performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multimedia; use hands to handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.Mental DemandsWhile performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, customers, and vendors. Employees must maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are the defining factors.General Office EnvironmentWork is generally sedentary in nature, but may require standing and walking for up to 15% of the time. Work is generally performed within an office environment, with standard office equipment available.Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Customer Service Consultant , First Shift, Patient Relations UC Health is hiring a full-time Customer Service Consultant for the Patient Relations department for the first shift at University of Cincinnati Medical Center. The Customer Service Consultant will support the Medical Centers and deliver high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures. About University of Cincinnati Medical Center As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati. UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.Education and Experience Requirements: Associate's Degree required. Notary Public for the State of Ohio preferred. Three years' experience in complaint management, conflict resolution and customer service in a healthcare environment. Demonstrated ability to work with a diverse population. Training and public presentation skills Must have strong customer service and communication skills both written and verbal. Skilled in sensitivity awareness Able to apply insight and sound judgment in stressful situations. Able to assess and resolve operational and system problems. Must demonstrate ability to utilize Microsoft Office products. Bilingual communication skills are preferred. Experience with Microsoft various programs (MIDAS and LastWord is preferred) At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable, and diverse place of employment.Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!About UC Health UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.Job Responsibilities The primary function of the Customer Service Consultant is to work in partnership with the healthcare team to enhance overall customer satisfaction for patients, visitors and staff through excellent service and quality care. This includes supporting a proactive vs. reactive approach to resolving problems and complaints with respect to care, treatment, patient rights and ability to access hospital services. Proactive consultation to managers and staff with the goal of improving patient and family experiences. Competent to discuss the state of patient experience, complaint volumes with all levels of management. Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction. Educating staff on queues to help identify potential issues that may result in a complaint or grievance, customer service best practices and service recovery methods. Attend and participate in unit/department staff meetings as requested. Communicate information about the hospital's policies and procedures, informing patients, families, and visitors of hospital services available to them, i.e. parking, helping to arrange overnight stays, etc. Listen empathetically to patient concerns and communicate special needs of patient /family/visitor with staff and administration when appropriate. Advocate for quality care, treatment, respect and rights of all patients. Mediation in family meetings with treatment team and families. Maintain notary license if requested at the UC site you work at and provide notary services for patients, families and staff as requested. Make suggestions and recommendations to improve customer service processes throughout the system. Provide equipment for hearing impaired, i.e. TTY volume control phones, light signalers, call lights, tele sitters, etc. Provide service recovery as appropriate based on sub-par service received. Work in partnership with the unit/department leaders and staff to address issues or complaints through early intervention and problem resolution. Assess situations of risk and refer issues of malpractice, personal injury, wrongful death, abuse, and missing personal property to Risk Management. Evaluate situations requiring substitute consent, when patients have no next of kin and are physically and/or mentally unable to give informed consent and refer staff to call Ethics consult team. Refer immediate patient and family concerns and/or compliments to appropriate department leaders in a timely manner. Proficiency uses emotional intelligence to manage both your own emotions and understand the emotions of patients, family, and staff around you. Situational awareness to perceive, understand and effectively respond to one's situation. Critical thinking and problem-solving skills to aid in complaint resolution and education. Make referrals to appropriate departments/services for patient assistance when appropriate. Follow-up with those patients who have identified a concern during their hospital visit. Provide professional etiquette and empathetic service on both phone and in person meetings. Professional de-escalation techniques both on the phone and in person with upset patients and family. Active listening to build rapport and improve mutual understanding. Use of appropriate questioning based on each situation to gain understanding about the concerns. Written documentation will be timely, accurate, professional, complete and grammatically correct. Case documentation will communicate to anyone reading the case the details of what, who, why, how as well as the outcome of the investigation into the case. Follow up with patient or family will be documented in the case documentation. Track problem areas and identify trends happening in specific departments/units. Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery. Participate in the development of policies and procedures related to patient rights and satisfaction. Provide timely, accurate and complete documentation regarding the investigation process, i.e. subjective data; objective data; assessment; and resolution as well as documented follow up to the complainant. Attend departmental staff meetings and mandatory in-service training sessions. Job Responsibilities The primary function of the Customer Service Consultant is to work in partnership with the healthcare team to enhance overall customer satisfaction for patients, visitors and staff through excellent service and quality care. This includes supporting a proactive vs. reactive approach to resolving problems and complaints with respect to care, treatment, patient rights and ability to access hospital services. Proactive consultation to managers and staff with the goal of improving patient and family experiences. Competent to discuss the state of patient experience, complaint volumes with all levels of management. Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction. Educating staff on queues to help identify potential issues that may result in a complaint or grievance, customer service best practices and service recovery methods. Attend and participate in unit/department staff meetings as requested. Communicate information about the hospital's policies and procedures, informing patients, families, and visitors of hospital services available to them, i.e. parking, helping to arrange overnight stays, etc. Listen empathetically to patient concerns and communicate special needs of patient /family/visitor with staff and administration when appropriate. Advocate for quality care, treatment, respect and rights of all patients. Mediation in family meetings with treatment team and families. Maintain notary license if requested at the UC site you work at and provide notary services for patients, families and staff as requested. Make suggestions and recommendations to improve customer service processes throughout the system. Provide equipment for hearing impaired, i.e. TTY volume control phones, light signalers, call lights, tele sitters, etc. Provide service recovery as appropriate based on sub-par service received. Work in partnership with the unit/department leaders and staff to address issues or complaints through early intervention and problem resolution. Assess situations of risk and refer issues of malpractice, personal injury, wrongful death, abuse, and missing personal property to Risk Management. Evaluate situations requiring substitute consent, when patients have no next of kin and are physically and/or mentally unable to give informed consent and refer staff to call Ethics consult team. Refer immediate patient and family concerns and/or compliments to appropriate department leaders in a timely manner. Proficiency uses emotional intelligence to manage both your own emotions and understand the emotions of patients, family, and staff around you. Situational awareness to perceive, understand and effectively respond to one's situation. Critical thinking and problem-solving skills to aid in complaint resolution and education. Make referrals to appropriate departments/services for patient assistance when appropriate. Follow-up with those patients who have identified a concern during their hospital visit. Provide professional etiquette and empathetic service on both phone and in person meetings. Professional de-escalation techniques both on the phone and in person with upset patients and family. Active listening to build rapport and improve mutual understanding. Use of appropriate questioning based on each situation to gain understanding about the concerns. Written documentation will be timely, accurate, professional, complete and grammatically correct. Case documentation will communicate to anyone reading the case the details of what, who, why, how as well as the outcome of the investigation into the case. Follow up with patient or family will be documented in the case documentation. Track problem areas and identify trends happening in specific departments/units. Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery. Participate in the development of policies and procedures related to patient rights and satisfaction. Provide timely, accurate and complete documentation regarding the investigation process, i.e. subjective data; objective data; assessment; and resolution as well as documented follow up to the complainant. Attend departmental staff meetings and mandatory in-service training sessions.