Surgical Services Rep

Capital Health•Hopewell, NJ

6d•Onsite

About The Position

Serves as a personal contact who provides support and helps to alleviate stress for families of surgical patients during the perioperative period, acting as a link in the communication network between family, patient and staff. Interacts with waiting families to make sure their needs are met and they are kept updated as to the status of the surgical patient.

Requirements

High School diploma or equivalent.
Six months demonstrated customer service experience.
Effective communication skills, including strong listening ability; diplomatic skills; exceptional customer service skills.
Able to communicate clearly in English.
Possesses organizational skills and ability to prioritize work, acts independently.
Utilizes problem-solving skills.
Knowledge of basic navigation of computer keyboard.

Responsibilities

Addresses all inquiries and requests in a friendly and responsive manner.
Treats all patients, visitors/family members, and staff with courtesy and respect.
Anticipates the needs of patients, guests, and visitors and takes proactive measures to ensure their satisfaction.
Helps allay anxiety by keeping visitors informed of the status of the patient's surgery, including delays, current location, and other updates, by making interdepartmental rounds.
Interacts with all staff and physicians in a courteous and professional manner.
Solicits only that information which is appropriate for sharing with visitors, remaining cognizant of confidentiality and HIPAA protocols.
Shares information while maintaining patient privacy, and facilitates the use of the private family room for physicians to update visitors and families.
Makes rounds on patients, making sure their stay is to their saatisfaction.
Utilizes service recovery skills as appropriate in problem-solving situations.
Knows when it is appropriate to "bump up" issue to management.
Directs visitors using facility maps or other aids to appropriate locations utilizing knowledge of department locations.
Facilitates maintaining a minimum noise level in the waiting room.
Maintains a customer service friendly work environment.
Keeps waiting area neat and orderly for a positive impression as demonstrated by knowledgable of environment restrictions in all departments within Perioperative Services.
Performs other duties to enhance operations and promote customer service as needed and directed by manager.