Customer Service Liaison-CPRH Cardiac Med​/Surg

Overview

The Customer Service Liaison (CSL) is a non-clinical member of the healthcare team who is responsible for performing a variety of integral activities and assisting the unit nursing leadership team to meet unit, departmental and organizational objectives. The CSL assists with the overall coordination, planning, development and implementation of assigned unit projects and is responsible, in partnership with the Nurse Manager, for promoting and maintaining a high level customer experience for all patients and families who receive care within the nursing unit.

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Work Experience:

Customer service

• Maintains current knowledge of relevant protocols and procedures regarding the patient experience.
• Prioritizes and organizes own work based on collaboration with unit leadership team as well as established hospital guidelines, policies and protocols.
• Independently, and in consultation with unit leadership, solves complex problems related to unit operations and customer service events.
• Compiles and organizes Project Improvement (PI) data and projects.
• Utilizes information generated from both computerized and paper systems to analyze trends and develop coordinating interventions and corrective action plans.
• Assists with related budget analysis.
• Assists with coordination of patient satisfaction improvement initiatives, projects and Diveport proficiency.
• Assists with Patient Experience rounding.
• Analyzes and graphs Patient Satisfaction data.
• Ensures the patient's experience is positive upon entering and exiting the unit; setting clear expectations.
• Provides Staff coaching regarding Carle Experience expectations and behaviors to meet customer service and quality initiatives.

Find it here.

Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health.

Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College.

Carle Bro Menn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

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The compensation range for this position is $17.46per hour - $28.29per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model.

Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.