Customer Service Rep

Facility: Kennestone Hospital

Job Summary:

Utilizes the Standards of Gold as the foundation for all actions. Oversees the customer service initiatives throughout facility. Acts as a liaison among patients, families, visitors and employees. Completes daily rounds. Assists in answering non-medical inquiries relating to facility visit. Assists personnel in solving consumer related problems to ensure customer satisfaction. Communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. Investigates customer's concerns. Documents customer service responses. Maintains data. Reports findings. Follows up with all parties within designated timeframe. Works independently and continually strives to project an image of genuine concerns and empathy towards all customers. Works with employees to enhance individual awareness and ability to service both internal and external customers. Assists with training. Works closely with managers and site administrators implementing the facilities customer service initiative. Reports to Customer Service Manager at facility. Performs all other duties and projects as assigned.

Core Responsibilities and Essential Functions:

1.Acts as a liaison among patients, families, visitors and employees a. Provides support to ER, Open heart, surgical, main entrance and other areas of the hospital by giving directions, making phone calls, providing resources and other tasks as needed. b. Makes hourly rounds, making contact with each patient and family member, to not only ensure that all needs are met and responded to, but also to anticipate future needs throughout stay. c. Assists in answering non-medical inquiries related to facility visits. (Information regarding wait times, delays in treatment, financial concerns, and general dissatisfaction.) d. Facilitates communication between physician/nurses and patients or family members e. Calls the secretary or nurse periodically to ensure that family has most current information and communicates information and unusual problems regarding patient/family member. f. Translates or contacts the translation line/Medical Interpreter to assist non-English speaking customers. g. Provides information to relatives regarding progress of patient. Monitors and visits waiting room to ensure family members are kept informed. h. Monitors entrances of designated areas for unauthorized persons and notifies security of potential problems. i. Assists families and security with protective confidentiality of police prisoners and other “No Info” patients. j. Attends daily huddles in designated areas to maintain and upgrade knowledge of policies and procedures. 45% Utilizes the Standard of Gold in all daily activities a. Demonstrates we are glad the visitor or patient chose our facility for their health services. b. Provides name and title when approached or when approaching the visitor/patient, with number to contact if needed. c. Offers assistance with wheelchairs, directions (walks visitor to requested area when appropriate) d. Assists with parking e. Greets patients/family members and assists identifying, introducing and managing up team in designated area. 15% Provides emotional support to family/visitor by meeting their needs and comforting them a. Provides comfort items b. Assists, supports and provides comfort to trauma families by contacting other family members, funeral homes, etc. c. Involves chaplain’s office or social services as needed and briefs these areas of patient/family concerns. d. Obtains clothing for patient if needed e. Helps locate unidentified patients and assists in locating patients who arrive by ambulance. 15% Ensures that customers receive a positive impression of WellStar at all times. a. Maintains an organized and clean work area/waiting area. Contacts environmental services immediately if an area needs attention. b. Keeps a supply of coffee, cups, crackers, etc other nourishment items available for families. c. Directs patients/visitors to correct departments. Arranges transportation for patients if needed. When necessary, gives complimentary parking passes, bus passes and cab vouchers to patients. d. Demonstrates safe work practices and attitudes. Improve patient safety by understanding and apply “Safety First.” (SBAR, Repeat Back, Read Back, 5P’s Hand-off, etc.) e. Assists significant other to locate patient when they are moved to another area/department. f. Demonstrates the knowledge and skill necessary to provide age appropriate care. Possess the ability to assess data reflective of the patient’s status and interpret the appropriate information relative to the patient’s age-specific needs. g. Arrange comfortable accommodations for families of critical patients. 10% Assist with training initiatives and complaint resolution a. Orients and trains new Customer Service Reps. b. Orients and trains new volunteers. c. Supports Customer Service Manager with “champions” program and service teams, as needed d. Documents customer concerns when needed. Routes to appropriate person for resolution. e. Assists management to identify areas for improvement in customer service delivery, policies and procedures. Understands and follows these policies and procedures. 15%

Required Minimum Education:

High school diploma Required and
Bachelor's Degree Preferred

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):



Required Minimum Experience:

Prior work in a hospital setting Preferred

Required Minimum Skills:

Excellent interpersonal communication (to interact effectively with physicians, other hospital associates, patients and families), computer, organizational/time management, decision making/problem solving, analytical, change management. Must demonstrate knowledge of fiscal responsibility and a positive, professional attitude.
Must demonstrate effective written and oral communication and effective team skills including cooperation,
open communication, and flexibility.
Bilingual skills preferred.
Training in crisis intervention preferred.