Program Specialist

Program Specialist

Duties include but are not limited to the following:

• Develops and maintains high CBOC customer satisfaction levels by ensuring performance meets or exceeds expectations. Work closely with healthcare team members, point of service contacts, and patient advocates to ensure services are easily obtained, meet customer requirements, and quickly resolve department internal and external short-term & long-term problems.
• Conducts Environment of Care (EOC) rounds and identifies systemic difficulties in resolving to maintain standards with the Joint Commission.
• Oversee internal space alignments for services within the CBOC and work closely with the Facilities Strategy team for external moves to and from the CBOC. Create maximum efficiency in building operations via data collection and space alignment.
• Primary contact for the building's lessor, engineering, and janitorial services.
• Serves as the lead for work orders for building-wide issues. Primary lead for event coordination within the facility and works closely with the Public Affairs Office for coordination.
• Studies, analyzes, and evaluates customers' needs and develops and implements programs and specific solutions to meet those needs. Determines information requirements for improving customer service responsiveness.
• Develop program guidance, motivational materials, and information to facilitate participation in program initiatives. Provides advisory services to Clinical and Non-Clinical service lines for building operations and flow.
• Review data from numerous feedback mechanisms, perform studies, summarize information, identify trends, and propose and implement solutions. Prepares and completes required reports.
• Develops new information materials for CBOC facility customers, and services. Increase communication with the target audience. Conduct workshops, seminars, and other meetings with different staff members at different levels to explain and improve customer service.
• Presents ideas in new ways, increasing understanding of CBOC customer service standards, programs, and policies and reducing opposition or indifference to program objectives. Makes on-the-spot presentations and conducts focus groups to achieve a more balanced perspective among current and potential customers.
• The supervisor directs the various committees and is the Person of Contact (POC) for CBOC activities. Evaluate, process, or make recommendations for effective changes to CBOC Operations.
• Plans, conducts, and/or manages special projects or studies to analyze, evaluate, and provide recommendations on administrative programs or issues. Researches and analyzes problems, issues, or program requirements.
• Researches and analyzes unstable or uncommon administrative issues. Determines pertinent issues and collects relevant information from a wide variety of sources.
• Reviews information and applies standard analytical techniques. Develop recommendations, taking into account unanticipated changes and unusual factors.
• Performs other duties as assigned.

Work Schedule: Intermittent

Virtual: This is not a virtual position.

Position Description/PD#: Program Specialist/ PD145380

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized