Customer Relations Coordinator

Position Title: Customer Relations Coordinator

Division: AA

Location: Okinawa, Japan

Position Summary

Advancia Aeronautics is committed to placing people first as we accelerate healthcare delivery and provide superior health readiness for military and federal communities across the globe. We are seeking a Customer Relations Coordinator for a long-term contract providing personal medical services to support the Department of Defense (DoD) at U.S. Naval Hospital Okinawa, its Associated Branch Health Clinics, and the U.S. Naval Dental Center Okinawa (3rd Dental Battalion) in Okinawa, Japan.

As a part of the Advancia Aeronautics Team, healthcare workers (HCW) will be supporting the Naval Logistics Command with medical services for active-duty military personnel, their dependents, eligible DoD civilian employees, and other eligible beneficiaries designated by the Government.

Essential Duties & Responsibilities

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  Major Duties and Responsibilities include, but not limited, to the following:
  
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  The employee will manage and serve as a subject matter expert on the Command Customer Relations Programing Guiding Instructions from, but not limited to, USNHO, BUMED, DOD, DHA, etc; maintain a thorough understanding and staying up-to date on all changes.
  
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  Must obtain and maintain access to related customer service databases & email groups.
  
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  Be an active hospital ambassador, providing weekly briefing at Island Newcomers Orientation, attending Town Halls and other promotional events as requested by leadership.
  
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  Develops, implements, and recommends policy updates, standard operating procedures, and process improvements to enhance customer relations and patient experience across the command.
  
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  Periodically reviews the Customer Relations Program to identify gaps or inefficiencies and proposes corrective action plans.
  
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  Directly responsible for the development and coordination of the following programs:
  
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    Staff training on Customer Relations program via command orientation
    
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    Customer Relations Training for department representatives
    
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    Staff and Beneficiary customer satisfaction survey program
    
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    Patient Experience Program/ Interactive Customer Evaluation (ICE)
    
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    Customer Relations representatives (CRR)
    
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    Joint Outpatient Survey (JOES)
    
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    Tricare Inpatient Satisfaction Survey (TRISS)
    
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    Helping Heroes
    
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    Patient Family Partnership Council (PFPC)
    
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  Responsible for any future policy and program changes to align with DHA guidance
  
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  Ensures completion of administrative tasks to support program implementation, sustainment, and evaluation by directly performing or delegating/supervising work as appropriate.
  
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  Works closely with Department Heads to identify personnel to serve as Department Customer Relations Representatives and provides training and guidance in performing their duties as first line response to customer issues.
  
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  Monitors and measures performance.
  
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  Develops correspondence in response to customer issues and recommends resolutions and/or corrective actions, in accordance with regulatory and certifying agencies and higher authority instructions.
  
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  Serves as a point of contact for coordinating with Quality Assurance, Patient Safety, Risk Management, and Compliance to ensure customer feedback informs risk mitigation strategies and compliance with accreditation standards.
  
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  Serves as consultant and expert resource for best business practices on customer relations techniques and conflict resolution at all levels of USNH Okinawa.
  
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  Develops and implements a training program to introduce all staff to customer relations programs that include the identification of individual skills knowledge and responsibilities.
  
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  Provides focused training to department representatives on program requirements, data collection and reporting, and conflict resolution techniques.
  
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  Liaisons with Directors and Department Heads/ Division Officers to develop and implement local customer relations programs resulting in positive customer relations throughout the command.
  
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  Manages the Patient Family Partnership Council.
  
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  Establishes liaison with other island-wide command customer relations coordinators to develop joint programs with impact to all island beneficiaries.
  
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  Serves as Command Customer Relations Representative at area Command/ Base Community Council/ Town Hall Meetings. Coordinates Command representation at area meetings to address Command specific issues/ concerns.
  
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  Coordinates with community groups to provide activities and enhancement for patients and staff members.
  
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  Ensures timely feedback to customers on issues brought to the command's attention. Involves appropriate department and/or specialty repressive in reviewing issues and developing correspondence.
  
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  Acts as an advocate for patients and staff members to support improvements and change in organization.
  
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  Develops and implements a Systematic approach to identifying and addressing customer relations issues of all beneficiaries of USNH Okinawa.
  
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  Establishes and implements a data tracking system at department and command levels providing statistical information on common issues, trends for department and/or command corrective actions, and process improvements.
  
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  Analyzes data and tracks trends from various survey tools to implement programs, set goals, and improve processes to enhance the patient and staff experience.
  
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  Develops and implements a staff satisfaction survey program to identify opportunities to improve productivity, efficiency and overall job satisfaction.
  
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  Develops and implements a customer satisfaction survey program at the individual department level to provide direct feedback to the department on services provided. Program provides tools for identifying common areas for improvement and developing corrective actions at the department and/or command level.
  
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  Establishes a reporting program at department and command levels and provides information to the department heads at least monthly and to executive leadership at least quarterly.
  
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  Coordinates and oversees customer relations education programs, including lectures and seminars, based on needs assessment and availability of resources.
  
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  Oversees development of communication materials (e.g., posters, newsletters, website content) to educate patients and staff about customer service resources.
  
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  Writes, edits, and ensures procurement of training materials for focused training of department representatives.
  
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  Plans, develops, and conducts customer relations seminars or workshops to assist department representatives in customer relation efforts
  
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  Serves as instructor or recruits, trains, and supervises instructors. Coordinates, evaluates, and revises curriculum as needed. Ensures administrative and material support needs are met.
  
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  Teaches and counsels program participants individually as appropriate, exercising sound judgment to determine when referral to the Command Customer Relations Representative is warranted.
  
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  Conducts research to identify best practices and shares information during formal and information training opportunities.
  
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  Obtains continuing education in order to maintain competency in Customer Relations.
  
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  Perform additional responsibilities and duties as directed to support departmental operations and organizational objectives.
  

METRICS:

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  Will complete required training & onboarding requirements within 45 days of start date.
  
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  Will respond to patient-initiated messages within one business day.
  
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  Provide department reports to department heads at least monthly.
  
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  Provide command-level reports to executive leadership at least quarterly.
  
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  Conduct monthly meetings with in-depth training for CRPs on appropriate response strategies for resolving customer concerns and addressing trends within the command.
  
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  Ensure all individuals assigned to the CRP are compliant with orientation & training.
  
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  Ensure 95% of response requested ice comments have follow-up resolution & are documented within 5 working days in the ICE system.
  
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  Lead or participate in at least two process improvement initiatives annually aimed at enhancing customer experience
  
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  Conduct a comprehensive annual review of the Customer Relations Program, including survey trends, ICE metrics, and training outcomes, with recommendations for improvements.
  

Education & Experience Requirements

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  Possess an Associate Degree in Human Resources/Business Management/General Studies or higher. (Bachelor's degree preferred)
  
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  Completion of an Administrative Assistant program is desired
  
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  At least one year of experience in a customer service setting
  
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  A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required
  
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  Possess experience using software applications, e.g., Microsoft Word, Excel, and DHA Data Tools and Applications.
  
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  Demonstrate general medical ethics, telephone etiquette, and excellent communication and customer service skills.
  
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  Possess general office administrative and clerical skills to perform receptionist duties and answer telephones.
  
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  Possess Basic Life Support (BLS) Certification
  

Working Conditions/Working Environment/Physical Demands

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  The Customer Relations Coordinator (CRC) shall provide services Monday through Friday between the hours of 0730 and 1630. The CRC shall be assigned an 8-hour shift (to include an uncompensated .5 to 1 hour meal break). In no instance will the CRC be required to provide service in excess of 80 hours per 2-week period. The specific schedule for each CRC for each 2-week period will be scheduled 1 month in advance by the Government.
  
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  As part of the CRC's normal tour of duty, services may be required on Federal holidays, including Federal Holidays signed/approved by the U.S. President. If services are provided on Federal holidays, the HCW will receive another day off within the pay period or the following pay period.
  
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  Work is primarily performed indoors at a Military Treatment Facility; employee shall be physically capable of standing and/or sitting for extended periods of time, have the physical ability to perform assigned tasks, able to lift twenty (20) pounds.
  
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  The MTF will provide system accounts for contracted personnel after required training and security procedures have been completed by the contractor. If the Military Health Service process moves away from specified systems, the government will modify the Task Order accordingly.
  
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  Access to systems will be granted by local MTF connectivity, and the contractor shall comply with MHS communications and Government IT security standards and policies.
  

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Advancia Aeronautics, LLC is an equal opportunity employer. Advancia Aeronautics, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.