Patient / Customer Representative II In Illinois Job Details

Department: Marketing
Category: Professional
Schedule: Full Time
Shift: Days
Hours: M-F 8:00a.m.-4:30p.m.

Basic Function:

Daily patient rounding to proactively listen to the voice of the customer.  Facilitates communication when complaints are made while the customer is still in the facility.  Reports complaint to staff involved and  department manager.  Works as liaison with patient and staff to resolve the issues surrounding the customer?s complaint.   Responsible for speaking with the customer before the customer leaves the facility (whenever possible) and offering an apology on behalf of the organization. Follows up with communication to close loop with all involved. (NOTE: Departments may refer customer complaints or concerns to Customer Service by telephone, voice mail, e-mail, or survey/letter.)   Documents interaction for trending purposes.    Meets with Department Managers monthly to share trends and develop action plans for improvement opportunities.  Facilitate Customer Service training sessions. Coordinates and presents Customer Service skills training.  Assist department manager to plan and implement method to support effective and delete ineffective practices.    Supervises & coordinates on daily basis for Customer Service functions including Patient/Customer Service Representatives, clerical support staff, volunteers and entrance attendants.   

Requirements for this position include:

1.      Associates degree in health related field, marketing or business.

2.      Minimum of 3 years experience in hospital, customer services or related field.

3.      Supervisory, lead and/or training experience required.

4.      Aptitude to work independently in changing environment.

Date posted: 09/24/2010