Customer Service Consultant

Job Description

The primary function of the Customer Service Consultant is to work in partnership wight he 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, rights and ability to access hospital services.


  • Proactive consultation to managers and staff in achieving service excellence. Competent to discuss the state of patient satisfaction with all levels of management.
  • Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction.
  • Assists managers with navigating their dashboards and creating action plans.
  • 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.
  • Regularly attend and participate in unit/department staff meetings.
  • Conducts focus groups on specific topics as needed.
  • Communicate information about the hospital's policies and procedures, informing patients, families, and other guests of hospital services available to them.


Bachelor's degree in the Communications, Public Relations, Social Sciences, Human Service field combination of education.

Notary Public for the State of Ohio (if Ohio resident) |

Three year's experience in complaint management, conflict resolution and customer service in a healthcare environment.