Customer Service Liaison/Unit Secretary - CFH

Carle Health•Urbana, IL

9h•$17 - $28

About The Position

The Customer Service Liaison (CSL) is a non-clinical team member who performs integral activities and supports Peds/PICU Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with coordinating, planning, developing, and implementing assigned projects and partners with the team to promote and maintain a high-level customer experience for patients and families receiving inpatient Peds/PICU care at CFH.

Responsibilities

Maintain current knowledge of protocols and procedures related to patient experience.
Welcome patients and families and help them navigate the building.
Maintain common areas, including stocking pamphlets and alerting staff when supplies are low.
Prioritize and organize work in collaboration with the leadership team.
Validate and coach staff to meet customer service quality initiatives.
Resolve problems related to building operations and customer service events, independently or in consultation with leadership.
Assist in developing coordinated interventions and corrective actions to meet patient and family needs.
Show empathy and focus on the patient experience to foster meaningful relationships and encourage honest feedback.
Complete incident reports for injuries and help obtain appropriate clinical assistance for injured patients.
Facilitate traffic flow at entrances and exits; direct patients and visitors within the department.
Assist patients and visitors with check-in, refer patients to assigned rooms, and provide directions and information.
Watch for security risks and communicate them to the appropriate department.
Route suggestions and concerns to the appropriate individuals.
Resolve customer service concerns, questions, and complaints by identifying problems and coordinating corrective action; report the situation and resolution to a supervisor.
Conduct patient rounding.
Assist with department deliveries.
Perform other duties as assigned.