Customer Service Representative, Mary and Elizabeth, PRN

About UofL Health

UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center.

1850 Bluegrass Ave Louisville, KY 40215

UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center.

With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

The Customer Service Rep presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive first impression, to ensure a comfortable transition into the hospital environment, and to see that immediate needs and concerns are addressed appropriately for every guest.

The Customer Service Rep exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service and will exhibit a person-centered approach and express a genuine interest in the patients', families', and visitors' well-being, whether opening a door or offering a verbal greeting. The Customer Service Rep will remain knowledgeable about and prepared to answer questions regarding locations and services offered on the campus, and has the ability to accommodate customer requests regarding these services.

• Welcomes patients, visitors, employees in a pleasing, helpful and courteous manner
• Provides accurate, helpful information regarding locations and way-finding questions
• Contributes to the accomplishment of hospital organizational goals and the vision of the patient and family relations department
• Maintains awareness of individual patient and visitor needs
• Projects a positive personal and professional image of UofL Health at all times and under all circumstances

• Maintains a clean and orderly work area
• Transports patients to appointments and other areas as needed
• Attends and participates in department and hospital meetings, in-services and quality improvement teams
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

• High School diploma or GED/equivalent (required)

• Two (2) years of experience in a face-to-face customer service environment (required)
• Prior experience in a healthcare environment (preferred)

Knowledge, Skills, and Abilities critical to this role:

• Demonstrated customer service skills — knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; actively looks for ways to help people
• Strong active listening skills — gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Able to use a telephone system and exhibit proper telephone etiquette

• Must be able to communicate effectively in both verbal and written formats; able to speak to others to convey information effectively and able to speak…