Utilizes the Standards of Gold as the foundation for all actions. Oversees the customer service initiatives throughout facility. Acts as a liaison among patients, families, visitors and employees. Completes daily rounds. Assists in answering non-medical inquiries relating to facility visit. Assists personnel in solving consumer related problems to ensure customer satisfaction. Communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. Investigates customer's concerns. Documents customer service responses. Maintains data. Reports findings. Follows up with all parties within designated timeframe. Works independently and continually strives to project an image of genuine concerns and empathy towards all customers. Works with employees to enhance individual awareness and ability to service both internal and external customers. Assists with training. Works closely with managers and site administrators implementing the facilities customer service initiative. Reports to Customer Service Manager at facility. Performs all other duties and projects as assigned.
Core Responsibilites and Essential Functions
- __1.Acts as a liaison among patients, families, visitors and employees__
a. Provides support to ER, Open heart, surgical, main entrance and other areas of the hospital by
giving directions, making phone calls, providing resources and other tasks as needed.
b. Makes hourly rounds, making contact with each patient and family member, to not only ensure that
all needs are met and responded to, but also to anticipate future needs throughout stay.
c. Assists in answering non-medical inquiries related to facility visits. (Information regarding wait times,
delays in treatment, financial concerns, and general dissatisfaction.)
d. Facilitates communication between physician/nurses and patients or family members
e. Calls the secretary or nurse periodically to ensure that family has most current information and
communicates information and unusual problems regarding patient/family member.
f. Translates or contacts the translation line/Medical Interpreter to assist non-English speaking
g. Provides information to relatives regarding progress of patient. Monitors and visits waiting room to
ensure family members are kept informed.
h. Monitors entrances of designated areas for unauthorized persons and notifies security of potential
i. Assists families and security with protective confidentiality of police prisoners and other ?No Info?
j. Attends daily huddles in designated areas to maintain and upgrade knowledge of policies and
- __Utilizes the Standard of Gold in all daily activities__
a. Demonstrates we are glad the visitor or patient chose our facility for their health services.
b. Provides name and title when approached or when approaching the visitor/patient, with number to
contact if needed.
c. Offers assistance with wheelchairs, directions (walks visitor to requested area when appropriate)
d. Assists with parking
e. Greets patients/family members and assists identifying, introducing and managing up team in designated area.
- __Provides emotional support to family/visitor by meeting their needs and comforting them__
a. Provides comfort items
b. Assists, supports and provides comfort to trauma families by contacting other family members,
funeral homes, etc.
c. Involves chaplain?s office or social services as needed and briefs these areas of patient/family
d. Obtains clothing for patient if needed
e. Helps locate unidentified patients and assists in locating patients who arrive by ambulance.
- __Ensures that customers receive a positive impression of WellStar at all times.__
a. Maintains an organized and clean work area/waiting area. Contacts environmental services
immediately if an area needs attention.
b. Keeps a supply of coffee, cups, crackers, etc other nourishment items available for families.
c. Directs patients/visitors to correct departments. Arranges transportation for patients if needed.
When necessary, gives complimentary parking passes, bus passes and cab vouchers to patients.
d. Demonstrates safe work practices and attitudes. Improve patient safety by understanding and apply
?Safety First.? (SBAR, Repeat Back, Read Back, 5P?s Hand-off, etc.)
e. Assists significant other to locate patient when they are moved to another area/department.
f. Demonstrates the knowledge and skill necessary to provide age appropriate care. Possess the
ability to assess data reflective of the patient?s status and interpret the appropriate information
relative to the patient?s age-specific needs.
g. Arrange comfortable accommodations for families of critical patients.
- __Assist with training initiatives and complaint resolution__
a. Orients and trains new Customer Service Reps.
b. Orients and trains new volunteers.
c. Supports Customer Service Manager with ?champions? program and service teams, as needed
d. Documents customer concerns when needed. Routes to appropriate person for resolution.
e. Assists management to identify areas for improvement in customer service delivery, policies and
procedures. Understands and follows these policies and procedures.
Required for All Jobs
- Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.
Required Minimum Education
- High school diploma Required and
- Bachelor's Degree Preferred
Required Minimum Experience
- Prior work in a hospital setting Preferred
Required Minimum Skills
- Excellent interpersonal communication (to interact effectively with physicians, other hospital associates, patients and families), computer, organizational/time management, decision making/problem solving, analytical, change management. Must demonstrate knowledge of fiscal responsibility and a positive, professional attitude.
- Must demonstrate effective written and oral communication and effective team skills including cooperation,
- open communication, and flexibility.
- Bilingual skills preferred.
- Training in crisis intervention preferred.
Required Minimum License(s) and Certification(s)
Additional Licenses and Certifications
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