Customer Services Liaison-Outpatient CV Svcs

Carle Health•Peoria, IL

6h•$17 - $28•Onsite

About The Position

The Customer Service Liaison (CSL) is a non-clinical member of the team responsible for performing various integral activities and assisting the Outpatient Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with the overall coordination, planning, development, and implementation of assigned projects and is responsible, in partnership, for promoting and maintaining a high-level customer experience for all patients and families who receive care within the cardiovascular outpatient service line.

Requirements

Driver's License - Illinois Secretary of State (ILSOS)
Ambulatory clinical work experience

Responsibilities

Acts as a liaison between patients, providers, clinic staff, and leadership to promote a positive, coordinated patient experience.
Partners with leadership to support patient experience metrics, survey readiness, and continuous improvement efforts across the clinic.
Supports service excellence initiatives aligned with organizational values, patient experience standards, and regulatory requirements.
General upkeep of lobby areas; such as stocking pamphlets, alerting staff of low supplies, and sorting USP mail that comes into the building.
Prioritizes and organizes own work based on collaboration with the leadership team.
Participates in patient experience committees, improvement projects, and staff education related to service and communication best practices.
Collaborates with clinical and operational teams to identify trends in patient experience data and recommend improvement strategies.
Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback.
Receives, investigates, and facilitates resolution of patient complaints and grievances in collaboration with clinic leadership and appropriate departments.
Collaborates with providers on patient experience scores and coordinates coaching or support if needed.
Other duties as assigned by clinic leadership.
Updates Performance Improvement (PI) boards as appropriate to reflect patient experience initiatives, progress, and outcomes.
Resolves customer concerns, questions, and complaints by identifying problems and coordinating appropriate course of action.
Reports situation and resolution to supervisor.
Proactively rounds in clinic areas to identify patient needs, barriers to care, or opportunities to improve service and communication.
Assists with environmental surveys and audits to support DNV compliance and patient-centered standards of care.