About Company
Southeast Alaska Regional Health Consortium (SEARHC) is a non-profit tribal health organization dedicated to providing comprehensive healthcare services to Alaska Natives and all residents of Southeast Alaska. With a rich history spanning decades, SEARHC operates hospitals, clinics, and community health services across a vast region, including the critical facilities in Sitka. Our mission is to provide the highest quality healthcare, to be the health and employer of choice, and to improve the health and well-being of our communities. We are deeply rooted in the communities we serve, fostering a culture of compassion, respect, and excellence. At SEARHC, you’ll be joining a team of dedicated professionals who are passionate about making a tangible difference in the lives of our patients every day. We believe that exceptional healthcare starts with exceptional patient experiences, and we are continually striving to innovate and improve our service delivery model.
Job Description
Are you a visionary leader passionate about transforming customer interactions into memorable experiences? Do you thrive in a remote work environment, leveraging technology and strategic thinking to build lasting relationships? SEARHC is seeking a dynamic and experienced Customer Experience Executive to lead our Remote Department initiatives. In this pivotal role, you will be instrumental in shaping the patient and community experience across all remote touchpoints, ensuring that every interaction reflects our commitment to high-quality, compassionate care.
This is more than just a job; it’s an opportunity to redefine how healthcare is delivered in a remote capacity. You will be responsible for developing, implementing, and optimizing strategies that enhance customer satisfaction, improve engagement, and streamline remote service delivery. From virtual care consultations to remote administrative support and community outreach, your expertise will ensure consistency, empathy, and efficiency. You will analyze customer feedback, identify pain points, and champion solutions that not only resolve issues but proactively prevent them. Collaboration is key; you will work closely with clinical, IT, and operations teams to integrate customer experience best practices into our remote workflows.
As a leader in our remote department, you will foster a culture of excellence and patient-centricity among remote staff, providing guidance, training, and support to ensure they are equipped to deliver outstanding service. Your ability to leverage data analytics to drive informed decisions and report on key performance indicators will be crucial in measuring success and demonstrating impact. This role requires a blend of strategic vision, operational acumen, and a genuine passion for serving the diverse communities of Southeast Alaska. If you are ready to make a significant impact on healthcare delivery and lead a remote team towards unparalleled customer satisfaction, we encourage you to apply and become a part of our mission-driven organization.
Key Responsibilities
- Develop and execute comprehensive customer experience strategies specifically tailored for remote patient and community interactions.
- Oversee the operational effectiveness of remote customer service channels, including virtual front desk, telehealth support, and remote patient engagement platforms.
- Analyze customer feedback, satisfaction scores, and operational data to identify trends, areas for improvement, and opportunities for innovation.
- Design and implement new processes, tools, and training programs to enhance the skills and effectiveness of remote customer-facing staff.
- Collaborate with IT, Clinical Services, Marketing, and Operations departments to ensure a seamless and integrated customer journey across all remote touchpoints.
- Monitor key performance indicators (KPIs) related to customer experience, provide regular reports to leadership, and adjust strategies as needed.
- Champion a patient-centric culture within the remote department, emphasizing empathy, active listening, and proactive problem-solving.
- Manage and resolve escalated customer inquiries and complaints, ensuring timely and satisfactory outcomes.
- Stay abreast of industry best practices, emerging technologies, and regulatory changes relevant to remote healthcare customer experience.
- Contribute to the continuous improvement of SEARHC’s overall service delivery model through insights gathered from remote customer interactions.
Required Skills
- Minimum 5 years of progressive experience in customer experience, patient relations, or service management.
- Proven ability to develop and implement successful CX strategies in a remote or distributed team environment.
- Exceptional communication, interpersonal, and presentation skills (verbal and written).
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Proficiency with CRM software, help desk systems, and remote collaboration tools (e.g., Microsoft Teams, Zoom).
- Demonstrated leadership qualities, including coaching, mentoring, and motivating remote teams.
- Problem-solving aptitude with a proactive and empathetic approach.
- Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Healthcare Management, Marketing, or a related field; Master’s degree preferred.
- Experience in the healthcare industry, particularly with remote patient services or telehealth.
- Certification in Customer Experience (e.g., CCXP).
- Familiarity with the unique healthcare needs and cultural contexts of Alaska Native communities.
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Generous paid time off and holidays.
- Medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Professional development opportunities and continuing education support.
- Employee assistance program.
- Opportunity to work remotely with a flexible schedule.
- Be part of a mission-driven organization making a real difference in healthcare.
- Collaborative and supportive team environment.
How to Apply
Interested candidates are invited to submit their application, including a detailed resume and cover letter outlining their qualifications and experience. Please click on the application link below to apply for this exciting opportunity. We look forward to hearing from you and learning how your expertise can contribute to our team.