Hospital Customer Service RepresentativeProactively interacts with patients, family, and staff to ensure that customers have a positive first impression, that all interactions are helpful, and all needs are taken care of in a prompt and professional manner. Responsible for providing personalized service to every customer in accordance with the standards for the hospital. Serves as primary resource for visitors and guests seeking information, assistance or recommendations and acts as a liaison between guests and other departments in an effort to provide exceptional customer service.Minimum Qualifications:Education, Certification, and/or Licensure:1. High School diploma or Equivalent.Preferred Qualifications:Experience:1. Two (2) years experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.Core Duties and Responsibilities:1. Provides a warm welcome to patients, families and visitors upon arrival.2. Anticipates the customer's needs and concerns, answers their questions, and takes the appropriate action.3. Provides way finding services for patients and visitors to various hospital locations. Assures that the customer is directed to the appropriate department without exception.4. Informs patients, families, and visitors of hospital services, features, and amenities to include the cafeteria and locations of various departments throughout the hospital.5. Answers questions in person or by phone for our visitors, families, or other customers who have questions about patients, locations, hospital services, or programs.6. Answers incoming telephone calls to determine purpose of a call, and to forward the call to the appropriate patient, personnel or department.7. Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed.8. Provides hotel, local events, venues, and transportation options by using a variety of resources available including computers and phone to provide recommendations to guests. Provides organizational and local maps, hotel accommodations, restaurant information, area attractions, etc.9. Assists in maintaining location appearance and individual work area.10. Maintains confidentiality of patients in accordance with HIPPA guidelines.Physical Requirements:1. Must be able to lift, push or pull 50-80 pounds for short durations.2. Must be able to reach above shoulder level, stand, reach below knee level, kneel and squat, bend/twist at waste, grasp with both hands, position/turn patients, push/pull wheel chair.3. Ability to sit or walk for extended periods of time.Working Environment:1. May be scheduled to work various shifts based on departmental and patient needs. May be required to travel between facilities/buildings.2. Able to wear latex or non-latex gloves with frequent changes and hand washing.3. May be exposed to various situations related to working in an acute care hospital environment.Skills and Abilities:1. Demonstrates basic computer and office equipment skills, including Microsoft Office proficiency.2. Exceptionally strong customer service orientation, presence and perspective. Knowledge of customer service strategies and tactics.3. Excellent written and verbal communication skills and phone etiquette.4. Experience in dealing with multiple demands simultaneously.5. Good time management skills.6. Ability to take initiative to resolve immediate problems.7. Ability to work independently and be able to research and problem solve by accessing resources and implementing actions.
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