Customer Service Representative AHN

Advocate Health and Hospitals Corporation • Macon, GA

1d • Onsite

About The Position

This is a full-time position within the Visitor & Customer Relations department at Navicent Health Medical Center. The role focuses on welcoming and orienting patients and families to hospital services, providing directional information, and managing patient listings. The representative will interface with patient representatives to ensure accuracy of patient status, investigate and direct problematic situations, and manage patient information in compliance with HIPAA regulations. They will also answer and route incoming calls, monitor waiting areas for safety and compliance, ensure the neatness and security of the waiting area, and act as a communication link between families and hospital staff. Additionally, the role involves explaining advanced directives, providing customer service feedback to clinical staff, initiating service recovery, monitoring access to patient care areas, and enforcing visitation guidelines. Specific duties may include managing visitation badge systems, assisting with infant security, and managing the infant car seat closet when assigned to the FBC/L&D areas. The representative will collaborate with the Customer Service Coordinator to assess and improve the customer service program based on feedback.

Requirements

• Must be a High School or GED Diploma Graduate.
• Must be able to use visual acuity to see monitor screen, computer and hard copy materials.
• Must be able to hear and verbally communicate in person and over the phone or radio.
• Must be able to sit for prolonged periods of time (up to 2 hours).
• Must be able to comprehend and learn operation of various office equipment.
• Must have functional range of motion of the cervical, thoracic and lumbar spines, upper and lower extremities with a grip strength of 50-60# specific to job evaluation.
• Must be able to forward reach, overhead reach, bend, squat, kneel and apply proper body mechanics during the transfers and transport supplies and/or equipment using proper body mechanics.
• Must be able to lift up to 10# specific to job evaluation.

Nice To Haves

• Previous customer service experience preferred but not required.

Responsibilities

• Assures that patients and families are welcomed and oriented to hospital services, processes, and guidelines.
• Greets families and visitors and provides directional information to appropriate hospital locations.
• Maintains patient listings and tracking log of families in the waiting area.
• Interfaces with patient representatives to ensure accuracy of patient status and listing.
• Investigates and directs problematic situations to patient representatives and/or appropriate hospital staff.
• Interacts with Hospital staff to ensure accuracy of patient location.
• Manages patient information appropriately to assure HIPAA regulations met.
• Answers and routes incoming calls on courtesy telephones to families and visitors as appropriate.
• Demonstrates Commitment to Co-workers for Health Care.
• Attends 50% staff meetings, reading and initialing minutes of all missed meetings.
• Attends relevant in-service education.
• Monitors the waiting area to ensure customer safety and compliance with hospital guidelines.
• Ensures the neat appearance and cleanliness and security of the waiting area.
• Provides communication link between patients’ families and/or visitors and the patient representative and/or nursing staff as appropriate.
• Explains options for advanced directives to patients and families; may obtain signatures on the appropriate forms as necessary.
• Provides feedback/education to clinical staff on customer service.
• Initiates service recovery program when necessary, assuring appropriate expenditure of these funds.
• Responsible for monitoring all entry access to patient care areas.
• Responsible for monitoring waiting areas and hallways.
• Responsible for monitoring and enforcing visitation times and restriction guidelines in the assigned departments.
• Maintains neat and orderly work station.
• Manages FBC/L&D visitation badge system appropriately when assigned to this area.
• Assists in monitoring for Infant Security when assigned to this area.
• Responds appropriately to Infant Security alarms when assigned to this area.
• Manages Infant car seat closet and maintains record when assigned to FBC.
• Works with Customer Service Coordinator to assess status of customer service program based on customer feedback and recommends changes to meet changing demands.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED