Customer Service Guide, Cust Svc - 18057

Customer Service Guide, Cust Svc - 18057

DHR Health - US:

TX:

Edinburg - Days

Summary:

POSITION SUMMARY:

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. Transports patients when needed.

POSITION EDUCATION/

QUALIFICATIONS:

· High School Diploma/GED is required

· 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:

· Entry level opportunity

· 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.

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 according to Department Director.

· Assist department with other duties issues as necessary.

· Work with nursing staff/case management on visitation approvals.

· Other duties as assigned

Other information:

LINES OF RESPONSIBILITIES:

(Chain-of-command)

1. Customer Service Team Lead → 2. Guest Relations Director

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.

· Kneeling

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

· Walking

· Light/moderate carrying up to 20 lbs.

· Standing/Squatting

· Straight pulling

· Sitting

· Pulling hand over hand

· Pushing

· Repeated bending

· Stooping/Bending

· Reaching above shoulder

· Climbing Stairs

· Simple grasping

· Climbing Ladders

· Dual simultaneous grasping

· Depth Perceptions needed

· Ability to see

· Identify Colors

· Operating office equipment

· Twisting

· Operating mechanical equipment

· Ability to read and write

· Ability to Count

· Ability to hear verbal communication without aid

· Operating Personal Vehicle

· Ability to comprehend written/verbal communication

· Other:
Ability to deal with stress

· OSHA Category

B.

Working Conditions:

The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure:
This position has minimal to no exposure to blood, body fluids, or…