AHP OSC Customer Service Rep

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what’s possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people’s lives.

Work Shift Evening (United States of America)

Job Summary

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 forms all other duties and projects as assigned.
Please Note:
Candidate MUST be familiar with CPT Codes. This position is part-time – 5 days per week (12p‑4p or 1p‑5p).

Core Responsibilities and Essential Functions

• 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.
• f.
  Translates or contacts the translation line/Medical Interpreter to assist non-English speaking customers.
• 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 problems.
• i.
  Assists families and security with protective confidentiality of police prisoners and other No Info patients.
• j.
  Attends daily huddles in designated areas to maintain and upgrade knowledge of policies and procedures.

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 chaplains office or social services as needed and briefs these areas of patient/family concerns.
• d.
  Obtains clothing for patient if needed
• e.
  Helps locate unidentified patients and assists in locating patients who arrive by ambulance.

Assist with training initiatives and complaint resolution

• a.
  Orients and trains new…