Unit Assistant/Customer Service Liaison

Carle Health•Peoria, IL

About The Position

The Customer Service Liaison (CSL) is a member of the healthcare team who performs integral activities and assists the unit nursing leadership team in meeting unit, departmental, and organizational objectives. In partnership with the Nurse Manager, the CSL helps coordinate, plan, develop, and implement assigned unit projects and promotes and maintains a high level of customer experience for patients and families receiving care on the nursing unit. The Unit Assistant facilitates nursing-unit activities by effectively performing receptionist and clerical processes. The CSL is trained in Unit Secretary and administrative duties as delegated by the Nurse Manager. The role also involves supporting patient-experience and quality initiatives, resolving unit operations and customer-service issues, and assisting visitors, physicians, patients, and staff.

Requirements

Inpatient hospital work experience.
Basic Life Support (BLS) certification from the American Heart Association (AHA) within 30 days.

Responsibilities

Maintain current knowledge of relevant protocols and procedures regarding the patient experience.
Prioritize and organize work in collaboration with the unit leadership team and according to hospital guidelines, policies, and protocols.
Validate and coach staff to meet customer-service and quality initiatives.
Independently and in consultation with unit leadership, solve complex problems related to unit operations and customer-service events.
Use information from computerized and paper systems to analyze trends and develop coordinating interventions and corrective action plans.
Show empathy to patients and families by focusing on their experience and fostering meaningful relationships that encourage honest feedback.
Greet visitors, physicians, patients, and staff in a friendly manner.
Answer telephone calls promptly and professionally, identifying the unit, name, and title.
Use and troubleshoot fax machines, printers, and other technology used on the nursing unit.
Perform Unit Secretary and administrative duties as delegated by the Nurse Manager.
Facilitate nursing-unit activities through receptionist and clerical processes.
Assist with the coordination, planning, development, and implementation of assigned unit projects.
Promote and maintain a high level of customer experience for patients and families on the nursing unit.