Customer Service Team Lead, Cust Svc

Customer Service Team Lead, Cust Svc - 20931

US:

TX:

Edinburg | PATIENT RELATIONS | Part Time

Posted 2 days ago

DHR Health - US:

TX:

Edinburg - Days

Summary:

POSITION SUMMARY:

Responsible for overseeing and scheduling Customer Service Guides accordingly promotes and implements excellent customer service to DHR patients, family members, and visitors. Greeting and escorting patients, family members, and visitors throughout the facility. Deliver flowers and newspapers daily to all patients of DHR.

POSITION EDUCATION/ QUALIFICATIONS :

• High School Diploma/GED is required
• Associates in College preferred
• Customer skills are necessary
• Organizational skills are necessary.
• Must be able to be sensitive to cultural and bilingual issues.
• Good written and verbal communication skills required.
• Ability to read, write and speak English required
• Ability to communicate clearly and concisely with all levels of nursing, administration, and physicians
• Prefer hospital experience

JOB KNOWLEDGE/EXPERIENCE :

• One (1) year of Acute Care experience is preferred.
• Critical thinking skills are a must.
• Requires good communication and organizational skills.
• Requires reasoning ability and good independent judgment.
• Requires working with frequent interruptions.
• Exhibits tact, enthusiasm, and patience.
• Must have excellent customer service skills.
• High degree of competency/experience in general.
• Requires good communication and organizational skills.
• Requires reasoning ability and good independent judgment.
• Must have strong interpersonal skills and the ability to multi-task.
• Customer service skills are required.
• Must also be bilingual (English/Spanish).

Responsibilities:

POSITION RESPONSIBILITES:

• Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practice
• Promote and implement excellent customer service to all customers.
• Direct all customer complaints and concerns to Guest Relations Director in a timely manner
• Directs customers to desired or necessary destination.
• Maintains waiting areas in an orderly fashion..
• Assist department with other duties issues as necessary.
• Assist in transporting patients when necessary.
• Oversee and schedule Customer Service Guides accordingly.
• Cross-train/Train new staff and explain hospital regulations and processes.
• Ensures department is adequately stocked with necessary supplies, forms, etc.
• Serve as the main communications person for the department by taking and relaying messages/information.
• Be knowledgeable of all of services to be able to direct visitors and assist patients with questions.
• Work with department Director on conflict management and resolution
• Monitor productivity and hours of Customer Service Guides
• Ensure Customer Service Guides staff conducts themselves in a professional manner according to Customer Service Guide standards
• Other duties as assigned.

Other information:

LINES OF REPSONSIBILITES :

(Chain-of-command)

1. Director of Guest Relations

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including:
Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA) :

A.
Essential Duties
:
Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

Light/moderate lifting up to 20 lbs, from the floor to shoulder height.

Must be able to assist other employees with lifting more than 20 lbs.

Light/moderate carrying up to 20 lbs.

Pulling hand over hand

Pushing

Repeated bending

Stooping/Bending

Reaching above shoulder

Climbing Stairs

Climbing Ladders

Dual simultaneous grasping

Depth Perceptions needed

Ability to see

Identify Colors

Operating office equipment

Operating mechanical equipment

Ability to read and write

Ability to Count

Ability to hear verbal communication without aid

Operating…