Job Responsibilities
Retaining loyal customers in health care has become increasingly
important, because patients have become active consumers. As a
Customer Loyalty manager I manage the customer service elements
of the hospital. Providing excellent customer service is
essential in creating return customers, which translates into a
healthy bottomline. A key component of my job is monitoring and
understaning what impacts patient satisfaction scores in various
clinical and non-clinical areas. These scores tell us the
perceptions our patients have of our services, and how we can
improve. In that function I also provide education to managing
the data and setting goals and objectives. I also manage our
complaint management program, rewards & recognition program, and
customer loyalty council.
|
Job Requirements
I didn't follow the typical career path as those in my similar
job function in other institutions. The essential skills for a
Customer Loyalty manager are: 1) passion for customer service; 2)
strong communication skills -- especially presentation; 3)
ability to manage data; 4) project management skills; and 5)
forward thinking attitude. An understanding of health care
operations is also essential. Although clinical training is not
necessary, it is helpful to have cursory understanding of how
clinicians perform their jobs. Most of all, though it might
sound silly, friendliness is the most important skill. Because
my job deals with patient perceptions, it requires the "touchy
feely" skills that are not taught in a text book.
|
Uppers
The best part of my job is the sense of fulfillment and satisfaction I receive
from giving patients comfort and security. Patients are in such vulnerable
positions, so being an advocate for the delivery of better customer service is
very fulfilling.
|
Downers
The worst part of my job is managing complaint management,
because it can be difficult and depressing.
|
Lifestyle
This position differs from institution to institution. At my present employer,
I am able to work an 8 to 5 schedule for the most part. It does require one or
two trips a year to attend special trade conferences. My dress code varies from
a suit to casual depending on the tasks of the day. There are not many company
social events, but there are a few community events that I attend to maintain the
connection with community.
|
Compensation
The compensation, at my present employer, I find inadequate. It
is less than $65,000. Bonuses are based on performance
evaluation, and if budget has been met. Being at a non-profit,
there aren't any stock options. Benefits are adequate, but not
outstanding. I believe this has to do with the institution I am
with, and not a rule throughout the industry.
|
Advice to Jobseekers
The job outlook looks good, but the problem is that there are few
institutions that have one job dedicated to customer loyalty.
Generally, it is a portion of another job function...such as the
patient advocate or the quality assurance manager. I believe
this will change once the HCAPS survey become a federal standard
late this year. It is also a function that can be found in other
industries -- customer retention and quality is a priority for
all top companies.
|
