Customer Service Liaison
HCA Healthcare, Chattanooga, TN, United States
Job Summary and Qualifications
The Customer Service Liaison will serve as a communication liaison between unit and other hospital departments, greeting and attending to patients and visitors, managing patient charts, handling calls, maintaining supplies, and ensuring a positive patient experience.
Major Responsibilities
Quality
Greets and attends to patients/visitors in waiting areas, directing them to other departments, communicating regularly, and keeping them informed of wait times as needed. Promotes and displays a positive, customer-oriented demeanor.
Performs patient-centered secretarial tasks, such as physician order entry and creating, labeling, and organizing patient charts. Disassembles and files charts after discharge. Maintains patient confidentiality at all times.
Receives and directs all incoming calls and relays pertinent messages accurately, while maintaining confidentiality. Exercises good judgment and discretion in all communications and escalates issues as appropriate.
Fosters a positive first impression by ensuring waiting area and work areas are tidy, organized, and safe for visitors, patients and family members.
Demonstrates proficiency in the use of computer and other office equipment, including intercoms, fax machines, and clinical documentation systems.
Orders and re-stocks office and other unit supplies as needed. Performs minor office equipment repairs and upkeep.
Service
Promotes consistent, positive patient interactions that advance the agenda of unparalleled patient service.
Demonstrates caring and empathy in all interactions and advocates for a patient- and family-centered approach in all decisions and actions.
Demonstrates excellent communication skills, including active listening. Ensures patients, physicians, and colleagues have a clear understanding of all communications.
Participates as an active member of the healthcare team and positively promotes the rest of the team to patients/families/caregivers and other colleagues.
Maintains a professional appearance and demonstrates behaviors consistent with established policies/procedures.
People
Assists with orientation of new personnel as directed. Serves as a positive role model and resource for peers.
Willingly shares knowledge/expertise and assists co-workers. Fosters teamwork and contributes to achievement of team goals.
Participates and provides input in staff meetings.
Growth
Seeks opportunities to impact the growth of the organization by promoting excellence in patient experience and providing high quality care to the patients served.
Participates in hospital or departmental performance improvement activities.
Takes initiative to increase job knowledge through additional training, cross training skill development and/or continuing education.
Finance
Utilizes charge system for supplies and equipment.
Optimizes use of supplies, equipment and services, ensuring a high level of clinical care at the lowest cost. Actively seeks ways to control costs without compromising patient safety, quality of care, or the services delivered.
Other
Performs other duties as assigned.
Practices and adheres to the “Code of Conduct” and “Mission and Value Statement.”
What qualifications you will need:
High School Graduate / GED
Benefits
Parkridge Valley Acute Campus offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include the following.
Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
Wellbeing support, including free counseling and referral services
Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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The Customer Service Liaison will serve as a communication liaison between unit and other hospital departments, greeting and attending to patients and visitors, managing patient charts, handling calls, maintaining supplies, and ensuring a positive patient experience.
Major Responsibilities
Quality
Greets and attends to patients/visitors in waiting areas, directing them to other departments, communicating regularly, and keeping them informed of wait times as needed. Promotes and displays a positive, customer-oriented demeanor.
Performs patient-centered secretarial tasks, such as physician order entry and creating, labeling, and organizing patient charts. Disassembles and files charts after discharge. Maintains patient confidentiality at all times.
Receives and directs all incoming calls and relays pertinent messages accurately, while maintaining confidentiality. Exercises good judgment and discretion in all communications and escalates issues as appropriate.
Fosters a positive first impression by ensuring waiting area and work areas are tidy, organized, and safe for visitors, patients and family members.
Demonstrates proficiency in the use of computer and other office equipment, including intercoms, fax machines, and clinical documentation systems.
Orders and re-stocks office and other unit supplies as needed. Performs minor office equipment repairs and upkeep.
Service
Promotes consistent, positive patient interactions that advance the agenda of unparalleled patient service.
Demonstrates caring and empathy in all interactions and advocates for a patient- and family-centered approach in all decisions and actions.
Demonstrates excellent communication skills, including active listening. Ensures patients, physicians, and colleagues have a clear understanding of all communications.
Participates as an active member of the healthcare team and positively promotes the rest of the team to patients/families/caregivers and other colleagues.
Maintains a professional appearance and demonstrates behaviors consistent with established policies/procedures.
People
Assists with orientation of new personnel as directed. Serves as a positive role model and resource for peers.
Willingly shares knowledge/expertise and assists co-workers. Fosters teamwork and contributes to achievement of team goals.
Participates and provides input in staff meetings.
Growth
Seeks opportunities to impact the growth of the organization by promoting excellence in patient experience and providing high quality care to the patients served.
Participates in hospital or departmental performance improvement activities.
Takes initiative to increase job knowledge through additional training, cross training skill development and/or continuing education.
Finance
Utilizes charge system for supplies and equipment.
Optimizes use of supplies, equipment and services, ensuring a high level of clinical care at the lowest cost. Actively seeks ways to control costs without compromising patient safety, quality of care, or the services delivered.
Other
Performs other duties as assigned.
Practices and adheres to the “Code of Conduct” and “Mission and Value Statement.”
What qualifications you will need:
High School Graduate / GED
Benefits
Parkridge Valley Acute Campus offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include the following.
Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
Wellbeing support, including free counseling and referral services
Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
#J-18808-Ljbffr