Unit Assistant/Customer Service Liaison

Carle Health•Peoria, IL

13d•$18 - $29

About The Position

The Customer Service Liaison (CSL) is a member of the healthcare team who performs integral activities and assists unit nursing leadership in meeting unit, departmental, and organizational objectives. The CSL assists with coordinating, planning, developing, and implementing assigned unit projects and partners with the Nurse Manager to promote and maintain a high level of customer experience for patients and families receiving care on the nursing unit. The Unit Assistant facilitates nursing-unit activities through effective receptionist and clerical processes. The CSL will be trained in Unit Secretary and administrative duties as delegated by the Nurse Manager.

Requirements

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

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 in accordance with hospital guidelines, policies, and protocols.
Validate and coach staff to meet customer service and quality initiatives.
Solve complex problems related to unit operations and customer service events, independently and in consultation with unit leadership.
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 the patient experience and fostering meaningful relationships that encourage honest feedback.
Greet visitors, physicians, patients, and staff in a friendly manner.
Answer the telephone 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.