To provide customer service duties to UI Health patients and visitors.
Duties & Responsibilities:

• Hospitality & Concierge Services:
  • Serves as the point person for patient/guests to provide and/or retrieve information.
  • Greets patients and guests, provides information and way-finding services in both English and Spanish.
  • Distributes information related to UI Health activities, policies, and other material to patients, families and guests.
  • Conducts basic-level assessment of customer service needs and makes arrangements to ensure needs are met.
  • Consults with UI Health departments to comply with visitation policies EC 3.01 and 3.03.
  • Consults with patient transport and coordinates patient pick up and transportation needs internally and externally.
  • Work together with Valet and Curb Management to manage patient/guest experience as they enter and leave UIHealth facilities.
  • Participates in cash handling and cash reconciliation processes.
  • Partners with Volunteer Services to assist with volunteer programs, community outreach, and Customer CARE operations.
  • Partners with departmental leadership to implement departmental processes and best practices.
  • Assists lead, manager, or Director with daily operations and other special projects.
  • Services as a point person for the Spanish or Polish speaking community during their shift.
• Patient Experience Rounding / LEP Rounding / Experience Navigation:
  • Conducts routine patient rounding on inpatients, outpatients, and guests to assess their experience.
  • Collaborates with Language Support Services for Limited English Proficiency (LEP) patient experience rounding and identifies innovate ways for promoting a diverse and cultural experience for patients/guest.
  • Partner with Patient & Guest Experience Office for navigation, highlighting compliments, root causing complaints, and grievances.
• Customer Service / Service Excellence:
  • Assists with customer service data collection and data entry functions.
  • Assist with service recovery and patient/guest experience.
• Performance Improvement:
  • Participates in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience.
  • Recognizes and responds to the diversified needs, behavioral attributes, and physical characteristics of a variety of customer groups served.
  • Partner with Operations Excellence to identify experience opportunities and for promoting services and/or key improvement/information.
• Other related duties as assigned:
  • Perform other related duties and participates in special projects as assigned.