Consumer Success Specialist

Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,423 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.

POSITION SUMMARY

The Consumer Success Specialist drives programs to improve consumer experiences of new and existing patients. This role will also help manage identifying, recommending, and resolving root causes to improve overall consumer satisfaction. The Consumer Success Specialist includes supporting consumers as they transition from searching for care to receiving care and building close relationships with operational leaders that often last beyond any one project and will collect and use consumer insights to work with leaders helping to solve their problems thereby ensuring consumer satisfaction.

• Evaluate consumer issues through resolution that require research, analysis and working across internal & external stakeholders
• Collaborate with department and functional leaders to identify opportunities to improve consumer experiences
• Design and analyze consumer centric metrics to build insights and recommendations for improving consumer experiences
• Collaborate on establishing performance dashboards to track our progress along the consumer journey
• Maintain external visibility of trends and best practices in end-to-end consumer Voice of Customer (VoC) practices
• Conduct monthly reviews on related consumer services metrics with key stakeholders
• Collaborate with leaders and leverage best practices to enhance VoC roadmap
• Help implement tools to capture, analyze and report consumer feedback

Education & Experience:

• Bachelor's degree in business, psychology, marketing, related field or equivalent experience
• 3 years of experience in managing VoC in consumer services or related functions preferably in healthcare with progressive work experience in strategy, marketing, innovation/design and/or management
• Experience developing key metrics and tracking satisfaction across the consumer journey
• Experience analyzing root causes of VoC improvement opportunities, able to synthesize complex set of information into simple messages for broader stakeholder consumption

Knowledge, Skills & Abilities:

• Strong interpersonal skills. including ability to communicate complex ideas and use networks to acquire relevant information
• Demonstrated ability to collaborate with internal and external stakeholders in driving VoC and related metrics
• Proven ability to adapt and manage effectively in fast paced challenging environment and manage multiple, and oftentimes competing, priorities
• Exceptional communication skills - both written and verbal - and active listening skills
• Strong project management capabilities; organized with high attention to detail
• Deep knowledge of survey and reporting tools i.e Qualtrics, Press Ganey or equivalent