Consumer Services Coordinator

Hackensack Meridian Health•Edison, NJ

About The Position

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Consumer Services Coordinator performs all of the Consumer Services Call Center functions. The position is responsible for answering and facilitating calls in accordance with established guidelines, reviewing, responding to and facilitating emails for the Offices of Patient Experience at all hospitals, reviewing and responding to social media posts for all hospitals, and the physician services division, addressing connect call needs for all hospitals, handling survey alerts for all hospitals in accordance with procedures, initiating and updating complaint and grievance cases in the patient experience database, performing service recovery as needed, and any other duties of the Call Center.

Requirements

High school diploma, general equivalency diploma (GED), and/or GED equivalent programs.
3-5 years of experience, preferably in a customer-oriented environment.
Excellent organizational skills.
Excellent verbal and interpersonal skills.
Ability to multitask and prioritize.
Familiar with standard concepts, practices, and procedures within a fast-paced office environment.
Proficient in Google Workspace.

Nice To Haves

Associate's or Bachelor`s Degree.
Experience in patient advocacy or customer service.
Bi-lingual a plus.

Responsibilities

Answers telephone calls within three rings using established greeting in a courteous and professional manner and addresses all questions and concerns, taking accurate phone messages, and disseminates requests to appropriate staff and/or leadership when necessary.
Checks the designated email(s) regularly throughout the day, acknowledges requests using service recovery techniques, and disseminates information/requests to appropriate team members in accordance with standards.
Uses critical thinking and judgment to assess consumer needs, perform service recovery, facilitate requests,and escalate issues that cannot be readily addressed.
Maintains the database of positive patient letters and acknowledgments directed to executive leadership at corporate and site hospitals
Initiates and/or updates data into the department`s tracking database as necessary.
Initiates appropriate service recovery methods to resolve concerns and directs inquiries/complaints to appropriate Experience team member(s) for evaluation, resolution and follow through, and documents accordingly in the complaint management system.
Generates and distributes reports as needed.
Provides information and/or educational material related to patient rights as needed (i.e., how to request a medical record or make an amendment to the medical record, file a HIPAA complaint).
Participates in special projects as needed
Adheres to the standards identified in the Medical Center's Organizational Competencies.
Lifts a minimum of 10 lbs., pushes and pulls a minimum of 20 lbs. and stands a minimum of 4 hours a day.