Customer Service Representative

Overview Currently hiring for Ohio. Candidates should reside within or have reasonable proximity to their designated region. GENERAL SUMMARY Provides on-site consultation, education, and technical assistance to domestic hospitals and health care systems to assist in improving patient care, quality, and safety. Collaborates with Joint Commission Resources (JCR) Central Office staff (based in Oak Brook, IL) and colleagues in support of organizational needs. Maintains active/current knowledge of Joint Commission Standards, CMS CoPs and CfCs, health care- and discipline-specific trends and content, and established and trending solutions for the improvement of patient care. Serves as Joint Commission Resources subject matter expert for specific methodologies and product lines. Creatively approaches client organizations with solutions to improve the delivery of patient care and operations. Excellent communication skills as exhibited through professional involvement in leadership roles, teaching, consulting, or relevant publications. Written and verbal communication skills necessary to effectively present information and ideas in proposals, reports, and presentations. 100% travel required. Responsibilities PRINCIPAL DUTIES AND RESPONSIBILITIES Oversees the continuous service readiness (CSR) program's deliverables as specified in the contract and ensures that they are carried out according to contract terms. Provides on-site consultation, education, and technical assistance to healthcare organizations with an emphasis on practical approaches to performance improvement and standards compliance. Establishes a consultative relationship with CSR customers that is customer service focused. Assists participating organizations in the evaluation of their performance improvement processes and use of performance measures, risk-reduction strategies, sentinel events, and root cause analysis; provides technical expertise. Responds to customer phone and e-mail inquiries regarding standards compliance, survey process, survey eligibility, and pre/post survey issues. Available to customers via telephone, fax, and e-mail at all times. Acknowledges receipt of customer inquiries within 24 hours. Assists in the development of annual budget and planning activities. Assists clients in conducting self‑assessments of their organization; subsequently works with the client to develop action plans for improvement and provides education and training to support the action plan. Provides education and technical assistance, as requested, in follow‑up to JC survey findings. Develops and implements strategies to increase sales of Joint Commission Resources products and services including CSR, JCR consultation, education programs, and publications. Also implements plans to increase the number of accredited organizations within a designated region. Coordinates program's Users Advisory Board meetings with state association sponsor, if applicable. Prepares and presents reports for such meetings. Designs, plans, coordinates, facilitates, develops content, and serves as faculty for CSR education programs in collaboration with state hospital association liaison, if applicable. Includes audio/video conferences and educational conferences. Assists in promoting the CSR program by speaking at state association and other regional conferences. Participates in strategic planning, product redesign, and other performance improvement activities which support CSR deliverables. Participates in the training and proctoring of new CSR consultants when needed. Qualifications KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED Knowledge and experience equivalent to that ordinarily acquired through completion of a master's degree in health care or a related field. Ten years overall experience. Seven to ten years of progressively more responsible management experience in integrated health care systems or managed care organizations. Knowledge of principles and current practices in business and health care administration including sales, marketing, budget, and financial management. Extensive knowledge of current Joint Commission standards, CMS Conditions of Participation and Conditions for Coverage, performance improvement principles, and survey process. Excellent communication skills as exhibited through professional involvement in leadership roles, teaching and speaking engagements, consulting, or relevant publications. Written and verbal communication skills necessary to effectively present information and ideas to large and small audiences in proposals, reports, and presentations relating to JC corporate initiatives, standards compliance techniques, and performance improvement methodologies. Excellent teaching, consultative, and interpersonal skills necessary to interact with others at all levels of organization. Ability to establish and maintain cooperative working relationships with executive leadership from state hospital and healthcare associations. Computer proficiency. Proficient with Word, Excel, PowerPoint, Teams, and Copilot. 100% travel required, including possible travel on weekends, at all times of day/night, and sometimes without prior notice. Travel by automobile and airplane of all sizes, in all weather conditions. Must be autonomous and accountable. Must be able to transport computer and necessary supplies to multiple sites in a timely manner. Must be able to drive a motor vehicle in all reasonable climates/conditions. Ability to lift 25 pounds, climb stairs and ladders, and work in settings in which infectious diseases may be present. Certification requirement: Must hold a CPHQ certification (Certified Professional in Healthcare Quality) through the National Association for Healthcare Quality (NAHQ) at time of hire or attain within one year of hire. Equal Opportunity Field We offer a comprehensive benefit package. For a complete overview of our benefits package, please visit our Joint Commission Career Page We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law. Min USD $101,000.00/year Max USD $115,000.00/year #J-18808-Ljbffr