Customer Service Analyst - Sun River Health : Job Details

Job DescriptionSun River Health provides the highest quality of comprehensive primary, preventative and behavioral health services to all who see it, regardless of insurance status and ability to pay, especially for the underserved and vulnerable. Sun River Health is a Federally Qualified, Non-Profit Health Center serving communities in Suffolk, Rockland, Orange, Dutchess, Ulster, Sullivan, Columbia and Westchester County. Sun River Health is currently seeking a full-time Customer Service Analyst. This is a hybrid position that will require travel as needed throughout our sites located in Long Island, Hudson Valley, and New York City. The main office will be based out of Peekskill, NY. Expected travel will be 3 days per week, with 2 days working remotely.This position will focus on the development of customer service skills for all staff, in all sites which begins during orientation. This staff member will be directly in involved in designing intervention planning for all matters related to patient service and satisfaction. This position will serve as a data analyst in customer service interventions. They will serve as a trainer and coach for staff identified as needing assistance. Additional training component will include Planetree Institute staff engagement programming.Essential Duties and Responsibilities for a Customer Service Analyst:

• Coordinates Customer Service training for orientation, and follow up needs for specific departments.
• Serves on the Patient Experience Team and coordinates Patient Service Interventions with the Planetree Institute.
• Coordinates coaching for staff and sites experiencing patient experience concerns.
• Designs and conducts interventions with sites experiencing team- based difficulties.
• Sets up all webinars and remote learning sessions for the Suffolk County sites.
• Prepares all training reports on a monthly, quarterly and annual basis.
• Analyzes data from Crossroads Power BI and Focus Groups to design interventions as well as evaluate effectiveness of interventions.

Minimum Education Requirement: Bachelor's Degree in Hospitality Management or related fieldMinimum Work Related Experience: 2-4 yearsMust have a strong Hospitality Management backgroundPreferred Language: Bilingual in both English and Spanish (orally and written)Salary: $80,000.00 per yearResponsibilitiesRelation to MissionThe mission of Sun River Health is to increase access to comprehensive primary and preventive health care and to improve the health status of our community, especially for the underserved and vulnerable.Equal Employment OpportunitySun River Health provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function.Americans with Disabilities ActApplicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.Job ResponsibilitiesThe following statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential functions of the job and should not be considered as a detailed description of all the work requirements of the position. Sun River Health may change the specific job duties with or without prior notice based on the needs of the organization.About Us Sun River Health is a network of 43 Federally Qualified Health Centers (FQHCs) providing primary, dental, pediatric, OB-GYN, and behavioral health care to over 245,000 patients annually. With a dedicated staff of 2,000 doctors, nurses, and health care professionals, we pride ourselves on delivering high-quality, affordable care to those who need it most. Sun River Health started in 1975 when four African American mothers spearheaded efforts to open our first health center in Peekskill, New York to deliver accessible, high-quality, affordable services to patients in need - no matter their race, religion, income, or insurance status. Today, after 45 years of service, Sun River Health is still delivering on that promise to communities across the Hudson Valley, New York City, and Long Island.