Full Job Description
Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, check in and registration, performance improvement activities and payment processing.
A. Reception, Scheduling and Information Services:
Accepts, screens and routes incoming calls. Makes appointments in person and by telephone. Consults with related departments in order to coordinate efficient and expedient access to services.
Greets, assists and directs patients, visitors, and staff. Conducts assessment of customer service needs and makes arrangements to ensure needs are met.
Provides accurate information related to Department and Medical Center services and functions to patients, visitors and staff. Responds to more complex inquiries related to scope of services available, policies and procedures for patients, visitors and staff.
Collects and verifies customer information in order to expedite delivery of services.
B. Customer Satisfaction and Complaint Processing:
Assists with orientation and ongoing training of staff in customer service
Responds to complex complaints received at the departmental level and routes them appropriately.
Conducts primary research of complaints received.
Produces/formats correspondence for follow-through/tracking of complaints received.
C. Collect customer payment and process. Reconciles payments.
D. Data Entry:
Verifies, inputs, retrieves and/or reconciles data (e.g. registration, insurance, charges, etc.) using automated and manual systems.
E. Performance Improvement:
Reviews and evaluates primary performance data.
Participates on departmental and/or interdepartmental customer satisfaction teams as required.
Inventories and orders supplies.
Assists with projects.
Monitors compliance to Departmental, Hospital and regulatory standards. Assists other staff with support.
Adheres to and the Medical Center’s Code of Conduct.
Other related duties as assigned.
1.High school graduation or equivalent
2.Any combination totaling three (3) years (36 months) from the following categories: A.responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
OR B.college coursework which included courses in business administration, communications, public relations or similar area of study as measured by the following conversion table or its proportional equivalent: ?30 semester hours equals 1 year (12 months)
?60 semester hours equals 2 years (24 months)
?90 semester hours equals 3 years (36 months