Supervisor, Customer Relations Service Excellence

At NorthBay Health, the Supervisor, Customer Relations and Service Excellence, under the direction of the Director, will oversee the system-based function of customer relations by evaluating, guiding and mentoring patient experience delivery processes and experiences with a high focus on excellence.  Works closely with patient experience team, and all levels of staff, leaders and volunteers to develop and coach service recovery skills.  Conducts proactive rounding and de-escalation of service issues, maximizing NorthBay’s service recovery model. 

This role works on-site, also supports pro-active strategies and tactics for Patient Experience, including but not limited to managing system-wide celebrations, Patient Experience week activities, development of web design (i.e., SharePoint). 

1. Education: Education:  Baccalaureate Degree required with a preference for a psychology, organizational development or health related field or 8-10 years of experience in this field.  Master’s Degree in a related field preferred. 
2. Licensure/Certification: Patient Experience Professional Certification preferred and if not current, to complete within one year of hire.
3. Experience: Five years of customer service/healthcare required, with demonstrated expertise in de-escalation and service recovery skills.  Quality/performance improvement experience in a healthcare setting preferred. At least two years of demonstrated progressive management experience with increasing scope of responsibility, with preference in an acute or ambulatory care environment.
4. Skills: Preference give to Spanish language competency.  Excel expertise, Sharepoint or web design highly preferred, prefer EHR and Database management skills.  Must be able to effectively prepare, present, and discuss reports and studies with management, physicians and other appropriate groups/individuals. Strong knowledge of accreditation and regulatory requirements (The Joint Commission, National Committee on Quality Assurance, California Department of Public Health, Centers for Medicare and Medicaid) 
5. Interpersonal Skills: Demonstrates the NorthBay Way.  The NorthBay Way is a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare.  The NorthBay Way principles consist of Caring, Communication, Collaboration, and Competence. 
6. Compensation: $45.32 – $ 55.05 based on years of experience in a like role.

About Us

At NorthBay Health we are committed to providing you with competitive wages and quality benefits for you and your family:

• Wages reviewed annually and adjusted to remain competitive
• Medical, dental and vision benefits for full and part-time employees and their families. Part-time is 20-39 hours per week
• Tax-deferred 403b with a percentage matched by NorthBay Health
• Employee Assistance Program
• Tax deferred dependent care plan
• Life Insurance
• Employee Recognition Program
• Vacation & Sick Time benefits
• Disability Insurance
• Wellness Program
• Generous shift differentials for eligible staff 

NorthBay Health provides sophisticated healthcare services not only in our two hospitals — NorthBay Medical Center in Fairfield and NorthBay VacaValley Hospital in Vacaville California — but in our primary care, specialty care practices and urgent care centers. From oncology to open heart surgery, and from birth through the end of life, NorthBay Healthcare has teams of medical experts ready to assist in your care.

It is our goal to exude warmth and caring as we meet and greet patients, family and visitors in our hospitals and medical offices. Our dedication to our patients continues throughout their healthcare journey.

NorthBay Health was born in Solano County and we remain committed to delivering advanced medicine here to the community we serve. That’s why we continue to invest in modernizing and expanding our facilities, purchasing cutting-edge equipment and pushing the limits of technology alongside other healthcare pioneers, such as the 

. Our competence, capabilities and practice of collaborating with some of the nation’s most advanced clinical institutions enable us to manage extremely complex cases right here.

To learn more about NorthBay Health's benefits, diversity statement and community please visit