Customer Experience Specialist

Excitement abounds at Heritage Behavioral Health Center!

We are a mission-driven Certified Community Behavioral Health Clinic located in Decatur, Illinois who is dedicated to improving mental health and substance use care to individuals in a multi-county area. We recognize that all individuals at our organization have an impact on patient care - regardless of the position they hold.

Why join us?

• We offer a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package.
• We are expanding our primary care, mental health and substance use services to individuals in Central Illinois and beyond and are looking for dedicated staff to meet the needs of our clientele.
• Our salaries have been updated and are competitive at both the state and national levels with wonderful benefits.
• Full-time employees receive 56 paid days off during their 1^st year of employment (this includes every other Friday off PAID for your wellness needs). This increases to 61 days the 2^nd year and continues to increase with tenure.
• We have expanded our employee insurance benefit offerings and made them more affordable.

At Heritage, we believe in taking care of our staff's needs so that they can concentrate on taking care of the needs of the individuals we serve. Our staff are our greatest asset, and we treat them as such!

We are pleased to present the following position for your consideration:

Position Overview: The Customer Experience Coordinator will play a pivotal role in enhancing the quality of care and customer experience for individuals accessing treatment at our certified community behavioral health clinic. This position is focused on improving all points of contact with our organization, ensuring a welcoming environment, and assessing the overall experience of clients throughout their treatment journey. The ideal candidate will utilize evidence-based practices, such as NIATX and concepts from "Undercover Boss," to monitor and enhance service quality.

Key Responsibilities:

• Initial Contact Improvement:
  Evaluate and improve the first interactions clients have with our organization to ensure a warm and welcoming experience from initial telephone contact, connection via telephone to the right person at the right time, telehealth, and in-person contacts.
  Focus on creating positive impressions that align with our values and provide timely and quality access to treatment.
• Customer Experience Assessment:
  Regularly gather feedback from clients and use existing feedback/data collected by Heritage to assess their feelings and experiences while receiving services.
  Implementation of survey tools, including Pulse for Good, to obtain relevant feedback to inform programmatic changes.
  Collecting, monitoring, and analyzing feedback from surveys, focus groups, or other forums. Analyze this data to identify trends and areas for improvement.
  Provide outcomes and results to relevant leadership teams for progress or plans for improvement.
• System Evaluation:
  Identify and evaluate systems and processes that can be enhanced for individuals accessing services.
  Identify and evaluate systems and processes of noncompliance for review with compliance risk assessment.
  Evaluate and assess the accessibility needs of the person-served, staff, and other stakeholders.
  Implement an ongoing process to consider barriers in areas including architecture, environment, attitudes, finances, employment, communication, technology, transportation, community integration, and any other barrier identified.
  Recommend and implement changes to improve operational efficiency and client satisfaction.
• Quality Monitoring:
  Oversee the quality of care provided by the clinic (HUB) and all points client initiate services (e.g. school, ER/hospital, etc.). Apply NIATX principles to monitor service delivery and ensure compliance with established standards.
• Training and Development:
  Collaborate with staff to implement training programs that emphasize quality, trauma-informed care and customer service excellence.
• Experience Mapping:
  Develop and maintain customer journey maps that define internal and external experiences, highlighting points of contact that may influence overall satisfaction.
• Problem Resolution:
  Address any issues or concerns raised by clients regarding their treatment experience, ensuring prompt and effective resolution.
  Complete OIG investigator training within the first three months of employment.
• Data Analysis and Reporting:
  Collect data related to client experiences, analyze results, and report findings to senior management. Use this data to inform decision-making and strategic planning.

Education and/or Licensure Requirements:

• Bachelor degree in Social Work, Psychology, Healthcare Administration, or a related field. A Master's degree is preferred.
• Proven experience in healthcare quality assurance, customer service, or behavioral health services.
• Familiarity with evidence-based practices such as NIATX and customer experience best practices. Strong analytical skills and the ability to interpret data to drive improvements.
• Excellent interpersonal and communication skills, with a focus on creating a welcoming environment.
• Ability to work collaboratively with multidisciplinary teams.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) tools.

  Preferred Qualifications:

• Experience in behavioral health or community health settings.

• Knowledge of process improvement methodologies or ability to obtain training in NIATX or other evidence-based systems management.

• Ability to obtain certification in quality management or customer experience within 6 months.

Salary Range:

• $50,000-$60,000

Heritage also offers the following with this position:

1. Generous vacation, sick and personal leave
2. WELLNESS days - 26 days per year (every other Friday off paid)
3. Paid holidays - 9
4. Health Club/Fitness Reimbursement
5. Employee Assistance Program
6. Continuing education opportunities
7. Tuition assistance program
8. Agency provided life insurance and short-term disability policies
9. Retirement plans (401k and Roth)
10. Optional insurance benefits, including health, dental, vision, flex spending accounts (healthcare, dependent care), and additional life insurance. (The health insurance benefit includes substantial agency contribution towards the cost.)
11. We are a National Health Service Corp site which gives staff access to the National Health Service Corp federal student loan forgiveness program (LCPC, LCSW, MD, APN, RN, CADC, LSW, and LPC individuals). For more information, visit www.hrsa.gov.