Customer Service Representative - Office of Excellence and Experience

Position Summary

To assist UI Health patients and visitors when entering UI health buildings. 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.

Duties & Responsibilities

• Hospitality & Concierge Services

1. Serves as the point person for patient/guests to provide and/or retrieve information.
2. Greets patients and guests, provides information and way-finding services in both English and Spanish.
3. Distributes information related to UI Health activities, policies, and other material to patients, families and guests.
4. Conducts basic-level assessment of customer service needs and makes arrangements to ensure needs are met.
5. Consults with UI Health departments to comply with visitation policies EC 3.01 and 3.03.
6. Consults with patient transport and coordinates patient pick up and transportation needs internally and externally.
7. Work together with Valet and Curb Management to manage patient/guest experience as they enter and leave UI Health facilities.
8. Participates in cash handling and cash reconciliation processes.
9. Partners with Volunteer Services to assist with volunteer programs, community outreach, and Customer CARE operations.
10. Partners with departmental leadership to implement departmental processes and best practices.
11. Assists lead, manager, or Director with daily operations and other special projects.
12. Services as a point person for the Spanish or Polish speaking community during their shift.

• Patient Experience Rounding / LEP Rounding / Experience Navigation

1. Conducts routine patient rounding on inpatients, outpatients, and guests to assess their experience.
2. 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.
3. Partner with Patient & Guest Experience Office for navigation, highlighting compliments, root causing complaints, and grievances.

• Customer Service / Service Excellence

1. Assists with customer service data collection and data entry functions.
2. Assist with service recovery and patient/guest experience.

• Performance Improvement

1. Participates in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience.
2. Recognizes and responds to the diversified needs, behavioral attributes, and physical characteristics of a variety of customer groups served.
3. Partner with Operations Excellence to identify experience opportunities and for promoting services and/or key improvement/information.

•  Other related duties as assigned