Description
Job Summary
Champion of customer service and part of the hospitals problem solving team. Interact with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.
Job Specific Duties
- Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service.
- Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.
- Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the MCH policy & procedure.
- Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
- Maintains objectivity and keeps lines of communication open between patients, families and hospital staff.
- Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues.
- Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
- Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
- Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management.
- Helps drive service excellence by acting as a customer service champion and reviewing their assigned unit s customer service target goals, priority questions, and sharing best practices with the staff.
- Meets regularly with the unit s Director, participate in two service huddles and/or one department meeting a month in the unit and facilitate customer service support.
- Review target goals, priority questions and share best practices with unit Director and staff.
Qualifications
Minimum Job Requirements
- 2-4 years Experience in dealing with patients and families in a hospital setting
- Experience in dealing effectively with people in stressful situations
- Fluency in speaking both English and Spanish languages required.
Knowledge, Skills, and Abilities
- High school education or equivalent preferred.
- Excellent customer service with experience and training.
- Ability to communicate effectively in English and Spanish.
- Associate degree in a related field or Bachelor's degree preferred.
- Consistently displays a professional appearance & presents themselves as a role model to the MCH staff.
- Demonstrates reflective listening and strong customer service skills.
- Knowledge in use of computers and ability to learn appropriate software applications.
- Knowledgeable of Patient Rights.
- Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
- Proficient writing skills.
Job : Professional
Primary Location : Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus
Department : PATIENT & GUEST SERVICES-01
Job Status
:Full Time