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Carle Health · 23 hours ago

Customer Service Liaison - Curtis

Champaign, IL

Full-time

Onsite

New Grad, Entry Level

$17.05/hr - $27.62/hr

Carle Health is a healthcare system based in Urbana, IL, seeking a Customer Service Liaison to enhance the patient experience within their Ambulatory Services. The role involves assisting patients and families, coordinating customer service initiatives, and maintaining a welcoming environment in the facility.

Hospital & Health Care

Responsibilities

Maintains current knowledge of relevant protocols and procedures regarding patient experience

Welcomes patients and family into the building

Assists patient with kiosk check-in and disinfectant of kiosk after use

Assists patient with building direction

General upkeep of lobby areas; such as stocking pamphlets and alerting staff of low supplies

Prioritizes and organizes own work based on collaboration with the leadership team

Effectively validates and coaches staff to meet customer service quality initiatives

Independently and in consultation with appropriate leadership, solves problems related to building operations and customer service events

Assists in the development of coordinating interventions and corrective action to meet the needs of patients and families

Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback

Assists customers with mobility issues when entering or exiting their vehicles

Completes incident reports on injuries and assist with getting the appropriate clinical help for a patient that is injured

Facilitates smooth flow of traffic at entrances and exits

Directs patients and visitors to areas within the building

Kiosk management (assist patient with check-in)

Refers patients to appropriate physician, appointments, or department; gives directions and information as needed

Observant for security risks and communicates such risks to the appropriate department

Routes suggestions and concern to proper individuals

Resolves customer service concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action

Reports situation and resolution to supervisor

Patient rounding (department lobby)

Help with department deliveries

All other duties as assigned

Qualification

Customer serviceEmpathyProblem solvingCommunicationTeam collaboration

Required