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Wellstar Health System · 22 hours ago

Customer Service Rep

Austell, GA

Full-time

Onsite

New Grad, Entry Level

Wellstar Health System is dedicated to enhancing the health and well-being of every person they serve. The Customer Service Rep acts as a liaison among patients, families, and employees, ensuring customer satisfaction and addressing non-medical inquiries related to facility visits.

FitnessHealth Care

H1B Sponsor Likely

Responsibilities

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

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

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

Facilitates communication between physician/nurses and patients or family members

Calls the secretary or nurse periodically to ensure that family has most current information and communicates information and unusual problems regarding patient/family member

Translates or contacts the translation line/Medical Interpreter to assist non-English speaking customers

Provides information to relatives regarding progress of patient

Monitors and visits waiting room to ensure family members are kept informed

Monitors entrances of designated areas for unauthorized persons and notifies security of potential problems

Assists families and security with protective confidentiality of police prisoners and other 'No Info' patients

Attends daily huddles in designated areas to maintain and upgrade knowledge of policies and procedures

Demonstrates we are glad the visitor or patient chose our facility for their health services

Provides name and title when approached or when approaching the visitor/patient, with number to contact if needed

Offers assistance with wheelchairs, directions (walks visitor to requested area when appropriate)

Assists with parking

Greets patients/family members and assists identifying, introducing and managing up team in designated area

Provides comfort items

Assists, supports and provides comfort to trauma families by contacting other family members, funeral homes, etc

Involves chaplain’s office or social services as needed and briefs these areas of patient/family concerns

Obtains clothing for patient if needed

Helps locate unidentified patients and assists in locating patients who arrive by ambulance

Maintains an organized and clean work area/waiting area. Contacts environmental services immediately if an area needs attention

Keeps a supply of coffee, cups, crackers, etc other nourishment items available for families

Directs patients/visitors to correct departments

Arranges transportation for patients if needed

Demonstrates safe work practices and attitudes

Improves patient safety by understanding and apply 'Safety First.' (SBAR, Repeat Back, Read Back, 5P’s Hand-off, etc.)

Assists significant other to locate patient when they are moved to another area/department

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

Arrange comfortable accommodations for families of critical patients

Orients and trains new Customer Service Reps

Orients and trains new volunteers

Supports Customer Service Manager with 'champions' program and service teams, as needed

Documents customer concerns when needed

Routes to appropriate person for resolution

Assists management to identify areas for improvement in customer service delivery, policies and procedures

Qualification

Interpersonal communicationBilingual skillsOrganizational skillsProblem solvingCrisis intervention trainingComputer skillsTeam skills

Required

High school diploma Required

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

Preferred

Bachelor's Degree

Prior work in a hospital setting

Bilingual Skills

Training in crisis intervention

Company

Wellstar Health System

Glassdoor3.6

The largest health system in Georgia.

Founded in 1993

Marietta, Georgia, USA

10001+ employees

https://www.wellstar.org

H1B Sponsorship

Wellstar Health System has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (22)

2024 (18)

2023 (13)

2022 (14)

2021 (18)

2020 (12)