Customer Service Representative, Jewish Hospital, 6a-2:30p

UofL Health•Louisville, KY

1d•Onsite

About The Position

The Customer Service Representative welcomes patients, families, physicians, visitors, co-workers, and other internal and external customers to UofL Health. The role aims to make a positive first impression, ease guests’ transition into the hospital, and address their immediate needs and concerns. The representative follows hospital policies and procedures and customer service standards, takes a person-centered approach, and shows genuine interest in the well-being of patients, families, and visitors. The representative remains knowledgeable about campus locations and services and responds to customer questions and requests. This position is based at Jewish Hospital in Louisville, Kentucky, and is listed with a 6:00 a.m.–2:30 p.m. shift. UofL Health is described as a regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, and over 12,000 team members.

Requirements

High school diploma or GED/equivalent.
At least two years of experience in a face-to-face customer service environment.
Demonstrated customer service skills, including assessing customer needs, meeting service quality standards, evaluating customer satisfaction, and actively looking for ways to help people.
Strong active listening skills, including giving full attention, understanding what others say, asking appropriate questions, and avoiding inappropriate interruptions.
Ability to use a telephone system and demonstrate proper telephone etiquette.
Ability to communicate effectively in verbal and written formats, speak clearly, understand others’ speech, listen to spoken information, and understand work-related written materials.
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Familiarity with Microsoft Office programs, including Outlook.
Ability to learn other relevant systems and databases as needed.
Ability to maintain confidentiality, follow safety requirements, and work collaboratively.

Nice To Haves

Prior experience in a healthcare environment.

Responsibilities

Welcome patients, visitors, and employees in a pleasing, helpful, and courteous manner.
Provide accurate and helpful information about locations and wayfinding.
Contribute to hospital organizational goals and the vision of the patient and family relations department.
Remain aware of individual patient and visitor needs.
Project a positive personal and professional image of UofL Health.
Maintain a clean and orderly work area.
Transport patients to appointments and other areas as needed.
Attend and participate in department and hospital meetings, in-services, and quality improvement teams.
Follow company policies, procedures, and standards of conduct.
Comply with HIPAA privacy and security requirements and maintain confidentiality.
Perform other duties as assigned.
Demonstrate professionalism and commitment to service and organizational values through appropriate conduct and demeanor.
Protect sensitive data and follow organizational and department safety standards and guidelines.
Collaborate with and support team members; interact effectively with physicians, patients, residents, visitors, staff, and the broader health care community.
Demonstrate UofL Health’s values of honesty, integrity, and compassion; honor the dignity of all persons, support high-quality care and teamwork, improve continuously through feedback, seek better ways to serve, use resources wisely, and understand how the role contributes to organizational success.