CLINICAL CUSTOMER SVC COORD (EVENING SHIFT)

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**POSITION IS AN EVENING SHIFT**

• POSITION SUMMARY: To further The Johns Hopkins Hospital strategic priority around Patient & Family Centered Care the position of Clinical Customer Service Coordinator II (CCSC-II) provides direct communication and support upon arrival through discharge as part of a coordinated, consistent and empathetic setting for the patient. Works with the unit team and is available to patients as a resource, answering questions, reviewing room features to assure patient is comfortable. The CCSC-II will essentially be responsible to actively participate, create and monitor the patient's experience from admission to discharge. Completes the Patient Personal Preference Card and shares with nursing staff and at multidisciplinary rounds. Anticipates patient needs, provides support & advocacy - facilitates communications between patients & the staff; trouble shoots when challenges arise, provides on the spot "service recovery", and escalates to patient relations if issues cannot be resolved. Assures a warm welcome and a fond farewell. The CCSC-II listens to patients, families and/or caregivers (P/F/Cs) to provide input at committees and improvement teams concerning the patient experience. Prepares reports and presentations regarding patient experience performance as requested for leadership and team meetings. This position seeks to be the patient's voice to assist the service excellence team in the development of action plans to improve performance and implement best practices for patient experience. Offers input into patient experience and organizational processes as well as advocates the for patient and family needs by sharing the health care experience with care providers, bringing the patient and family's perspective(s) to appropriate committee meetings, becomes a partner in patient related projects aimed at improving hospital services and reviewing and providing feedback on patient education materials and communication.

COMPETENCIES:

1. Education: Bachelor's degree required. At least 3 years in a customer service role with health care experience strongly desired.

1. Knowledge: Possess strong sense of personal accountability, passion, and ownership for achieving consistent, sustained, positive patient experience

1. Skills: See below for detailed list of skills

1. Required Licensure, Certification: None

1. Work Experience: Minimum 3 years in customer service or health care role or Patient and Family Relations Role in a health care setting

1. Machines, Tools, Equipment: General office and communication equipment (i.e., personal computers, electronic mail, telephone systems, fax, copiers, etc.)

DIMENSIONS:

A. Authority/Decision Making Level:

B. Supervisory Responsibility:

Manages work independently. Recommends action to leadership.

None

SKILLS

1. Ability to recognize and/or anticipate needs of the patient and respond accordingly
2. Ability to thrive in stressful situations with strong conflict resolution skills
3. Ability to be diplomatic in crisis interventions and critical interactions
4. Ability to be fully present with the patient and motivated by a desire to improve the overall patient experience
5. Ability to move seamlessly between diverse patients and their families/caregivers
6. Ability to clearly communicate at many different levels within the organization
7. Outgoing personality
8. Strong customer service skills: superior critical thinking skills and ability to generate ideas and fresh perspectives
9. Project management, problem identification, teaching and resolution skills
10. Superior written/verbal communication, presentation, and interpersonal skills
11. Excellent facilitation and diplomacy skills
12. Demonstrates tolerance and flexibility in all situations
13. Manages independently (Self-directed and strong collaborative skills)
14. Ability to maintain patient privacy

Salary Range: Minimum 20.90 per hour - Maximum 36.58 per hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.