3-5 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Family Experience Specialist - Full Time - 8am-4:30pm
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Job Description

Requisition #:  18706     
Name of Location:   Office Park (1639)
Work Schedule:  Day
Employment Type:  Full-Time
Work Days:  Monday - Friday 


Contributes to the execution of Children’s Service vision and strategies by partnering with campus leaders to ensure a customer experience that is seamless, consistent and special. Participates in the development of customer service strategies and ensures that the strategies are implemented consistently across the system. Participates in the development of customer service targets and performance improvements strategies. Consults with campus teams and customer service committees on results and improvement planning.


  • Bachelor's degree in business or related field


  • No professional certifications required


  • 3 years progressive experience in customer service, healthcare, or process improvement
  • Experience influencing service leaders using data, solid reasoning and persuasion
  • Experience managing external customer interactions by providing solutions and services that meet customer needs
  • Experience leading teams and facilitating workshops
  • Experience in developing and managing projects from start to finish with measurable results and operational impact
  • Experience in redesigning customer processes, including demonstrated improvement in the customer experience
  • Experience negotiating to identify win-win solutions


  • NA


  • Knowledgeable of best practices that provide superior customer experiences
  • Knowledgeable of basic statistics and data analysis
  • Advanced skills in Word, PowerPoint, and Outlook
  • Expert skills in Excel
  • Demonstrates the following skills in accomplishing job duties and responsibilities:
    • Personal organization and time management

    • Human relations and teamwork

    • Personal adaptability

    • Personal motivation

    • Listening


  1. Partners with campus leadership to influence customer service initiatives and processes. Is an active member of campus leadership meetings. Serves as leaders’ main point of contact for customer service department.
  2. Analyzes data (i.e. customer satisfaction survey results), observes and shadows in service areas, and identifies opportunities for service improvement. Provides detailed reports, recommendations and action plans to campus leadership.
  3. Attends and serves as service representative at service committee meetings. Ensures consistency in approach to service committees and action plans across the system.
  4. Understands the voice of our customers by regularly talking with our customers and analyzing customer data.
  5. Coordinates non-clinical process improvement/redesign efforts to ensure consistency across the system.
  6. Ensures consistency of customer service behaviors across the system.
  7. Works with other members of the customer service team (ambassadors and liaisons) to ensure consistency and seamlessness in service experience.
  1. Serves as a representative of Children’s in the process of resolving service complaints, disputes and delivering service recovery.
  2. Demonstrates fiscal responsibility and contributes to departmental achievement of financial goals.


Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.


Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.


The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.


Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Standing - Occasionally (activity or condition exists up to 1/3 of time)

Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)

Walking - Occasionally (activity or condition exists up to 1/3 of time)

Climbing - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)

Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance


Some potential for exposure to blood and body fluids



Location Address:  1639 Tullie Circle, Atlanta, GA  30329
Function:  Family Support Services - Family Support Services



Children’s Healthcare of Atlanta has been 100 percent dedicated to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 622 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for twelve consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country.  Connect to our mission of being Dedicated to All Better and impact the lives of hundreds of thousands of patients and their families each year.

About Children'S Healthcare Of Atlanta

The center is designed to provide the necessary infrastructure for investigators conducting pediatric clinical research to improve the quality of care and develop better treatments for Georgia's pediatric population. The center's facilities include: A four-bed inpatient research unit A four-bed outpatient research unit A core research lab Research pharmacy services Led by Howard Katzenstein, M.D., Medical Director of the Children's Research Center/Associate Professor of Pediatrics for the Emory School of Medicine and Christine Spainhour, R.N., R.R.T., C.C.R.C., Clinical Research Unit Manager, the Children's Pediatric Research Center strives to become a leading pediatric clinical research facility. The Children's Pediatric Research Center is a new clinical interaction research site of the Atlanta Clinical & Translational Science Institute (ACTSI). The ACTSI is a multi-institutional partnership led by Emory University. To effectively translate scientific discoveries into the clinical setting, ACTSI was collaboratively developed through a grant award from the National Institutes of Health (NIH) by Emory University, Morehouse School of Medicine and Georgia Institute of Technology.

This company profile was created by AfterCollege and is about Children'S Healthcare Of Atlanta. This page is not endorsed by or affiliated with Children'S Healthcare Of Atlanta. For questions regarding company profiles, please email: care@aftercollege.com.