Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
JOB SUMMARY: The Crisis Response Specialist integrates behavioral health, customer service, and emergency response duties to ensure a welcoming, and safe environment for Spectra Health's patients and staff. The Crisis Response Specialist will serve as the lead member of Spectra Health's crisis response team and will be available to address crisis situations as they occur. The ideal applicant for this position will possess excellent crisis de-escalation and problem-solving skills and will work to incorporate Spectra Health's values of compassion, respect, equity, and inclusivity into their work with patients, visitors, and staff. The Crisis Response Specialist reports to the Director of Quality Improvement.
SPECTRA HEALTH EXPECTATIONS
ESSENTIAL JOB FUNCTIONS:
JOB QUALIFICATIONS:
Required:
Preferred:
PHYSICAL REQUIREMENTS: The Crisis Response Specialist position works equally in administrative and clinical environments. This position will require the employee to both, be on their feet for long periods of time, as well as sit at a desk for extended periods of time. This position requires the ability to communicate with patients and may require the ability to lift and carry items (not more than 20lbs).
REMOTE WORK: The Crisis Response Specialist position is not eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy 1.29 - Remote Work.
**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, or gender identity.