Customer Service Representative
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Summary
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Position Summary
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A member of the Ambulatory Surgery Team who has been trained to facilitate and or assist with patient care by ensuring positive experiences for patients, families, and visitors. Oversees receptionist functions, directing patient flow and assisting with information sharing on patient progress with family while the patient is in surgery. Operating the computer, maintaining supplies and assisting with the delivery of quality patient care.
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Education
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High School Diploma - Preferred
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Experience
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1-2 Years Customer Service - Preferred
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License & Certification
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None Required
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Core Job Functions
- Obtains and directs concerns to the appropriate parties for timely response; handles conflict in an open, diplomatic, and compassionate manner with the highest degree of confidentiality. Assess, evaluates and verifies the need for out of town accommodations and meal passes for families; serves as an advocate for the patient. Collaborates with Nursing Management to meet customer service and patient satisfaction outcomes target for balanced scorecards.
- Recognizes the needs of peers in the department and assists as skills allow. Co-workers are promptly welcomed and assisted within 5 minutes of arrival. Co-workers are informed of unexpected delays and offered to reschedule as appropriate
- Demonstrates the knowledge and skills necessary to identify each person's needs and provide care that contributes to achieving outcomes sought by care paths. Understands the importance of member satisfaction and excellence in customer service and how their individual actions affect departmental performance. Rapport established with member/caregiver, physician's and providers to facilitate coordination of services.
- Assure that all distribution processes are operating appropriately and communicate procurement and logistical functions. Assure that staff are courteous, use proper phone etiquette and conduct themselves within the spirit of the SJC Mission and Values.
- Evaluate and propose methods to increase the demonstration of the system values of compassion and courtesy for our patients, visitors and guests. Greet individuals at St. Joseph's at the front door and visitors in the outpatient areas.
