Customer Service Specialist
Position Summary:
Position SummaryHandles unresolved patient complaints and concerns while working to increase overall customer satisfaction.
Responsibilities:
Essential Functions
Handles service issues from guests in a professional manner by utilizing excellent interpersonal skills including diplomacy, tact and a concern for patient’s needs. Respecting the confidentiality of patient information, thoroughly documents all guest requests and issues.
Acts as a front line service recovery liaison between the hospital and the patient by interviewing patients and their families. Investigates and expedites resolution of their complaints and concerns.
Acts as a liaison with the Executive Vice President, Nurse Operation Managers, Chief of Staff and Physicians, Social Worker Supervisor, Risk and Patient Account Management, Guest Services and various others.
Proactively identifies trends and makes recommendations on global and issues related to customer service.
Collects, tabulates, maintains, and analyzes appropriate statistical information and reports relevant results to reflect patient satisfaction within areas of the hospital. Works to improve the hospital-patient relationship and overall customer satisfaction.
Ensures that patient-driven requirements are understood by affected departments and are incorporated where appropriate andfacilitates cross-departmental communications and collaboration on patient concern related issues.
Establishes and maintains an environment of positive and personal interaction with the hospital administration team, other hospital staff and patients.
Participates in committees that address patient survey issues and client service results.
Qualifications:
Education/TrainingAssociates degree OR; An equivalent combination of relevant education and/or experience on a 1:1 basis; offsetting experience must be in the field of Customer Service.
Licensure/CertificationNone.
ExperienceTwo (2) years of experience in a customer service setting.
Strong interpersonal, customer service and communication skills.
Knowledgeable in word processing, spreadsheet and database software, preferably Word, Excel and Access.
Bachelor degree in Health Services Administration, Business Administration or related field may substitute for two (2) years of work experience.