Patient Experience Customer Service Assistant

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Job Type:

Regular

Scheduled Hours:

40

Job Summary:

This position is responsible for acting as a conduit between the patient, families, and staff implementing and participating in customer service activities to ensure an extraordinary patient experience. Pro-actively address issues or potential problems to minimize complaints.

Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Job Description:

Customer Service

• Serve as a liaison between the patient, staff, and the organization
• Help meeting the needs of the patient and their guest to ensure their stay is as comfortable as possible. For example, ordering food trays for patients and their guest when appropriate.
• Complete frequent check-ins on patients and their families while they wait to ensure their needs are being met
• Assist patients and their guest obtaining amenities as needed from onsite locations to be more comfortable (e.g. ordering food from the cafeteria and purchasing items as needed from the giftshop)
• Identify potential issues that may result in a complaint or grievance and address immediately
• Communication information about the hospital's policies and procedures, information patients, families, and other guests of hospital services available to them to make their experience better
• Listen to patient concerns and communicate special needs of patient/family/visitor with staff and when appropriate escalate issues to the Patient Experience Representative
• Make suggestions and recommendations to improve customer service processes
• Provide coverage and assistance to other locations in absence of assigned personnel.

Staff Support

• Assist clinical and non-clinical personnel meeting the needs of the patient and their guest
• Retrieving needed items for the comfort of patients (pillows, inventory bags to store patient's personal items, locating a wheelchair, beverages, food items, etc.)

Quality Assurance

• Track problem areas and identifies trends
• Works independently within the direction and scope instructed by the Patient Experience Supervisor.
• Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery
• Attend staff meetings and mandatory in-service training sessions
• Performs other duties as assigned.

Education, Credentials, Licenses:

• High School Diploma

Specialized Knowledge:

• Strong customer service skills
• Ability to work independently within defined time frames.
• Strong critical thinking, organizational, and problem-solving skills.
• Ability to defuse conflicts and handle stressful situations in a positive manner.
• Demonstrate ability to work with diverse populations
• Must have strong customer service skills both written and verbal.
• Skilled in sensitivity awareness

Kind and Length of Experience:

• 2 years or more of customer service experience

FLSA Status:

Non-Exempt

Right Career. Right Here. If you're looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you'll take pride in the level of care we offer our community.