Carle Health ยท 1 day ago
Customer Service Liason/Unit Secretary - CFH
Urbana, IL
Full-time
Onsite
New Grad, Entry Level
$17.05/hr - $27.62/hrCarle Health is a healthcare system with nearly 16,600 team members, and they are seeking a Customer Service Liaison to assist in promoting a high-level customer experience for patients and families in the Inpatient Peds/PICU. The role involves coordinating various activities, ensuring patient satisfaction, and maintaining building operations.
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 building direction
General upkeep of common 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
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 department
Assist patients and visitors with check-in
Refers patients to assigned room; 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
Help with department deliveries
All other duties as assigned
Qualification
Required
Maintains current knowledge of relevant protocols and procedures regarding patient experience
Welcomes patients and family into the building
Assists patient with building direction
General upkeep of common 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
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 department
Assist patients and visitors with check-in
Refers patients to assigned room; 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
Help with department deliveries
All other duties as assigned
Benefits
Carle Health offers a comprehensive benefits package for team members and providers.
Company
Carle Health
Carle Health is a vertically integrated system with a bold but simple mission: to be the trusted partner in all healthcare decisions for everyone who depends on it.
Founded in 1946
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Matthew Kolb
Executive Vice President, Chief Operating Officer
Dawn Walden
Senior Vice President, Chief Revenue Cycle Officer
Recent News
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