CUSTOMER SERVICE LIAISON - Carle : Job Details

Customer Service Liaison

+ Department: Entryway Services CATR

+ Entity: Champaign-Urbana Service Area

+ Job Category: Clerical/Admin

+ Employment Type: Full - Time

+ Job ID: 46794

+ Experience Required: None

+ Education Required: Not Indicated

+ Shift: Day

+ Location: Danville, IL

+ Usual Schedule: M-F 8a-5p

+ On Call Requirements: N/A

+ Work Location: Carle at The Riverfront

+ Weekend Requirements: N/A

+ Holiday Requirements: N/A

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Position Summary:

The Customer Service Liaison (CSL) is a non-clinical member of the team responsible for performing various integral activities and assisting the Ambulatory Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with the overall coordination, planning, development, and implementation of assigned projects and is responsible, in partnership, for promoting and maintaining a high-level customer experience for all patients and families who receive care within the Ambulatory Services building.

Qualifications:

SKILLS AND KNOWLEDGE Works well as part of a team to ensure the provision of high-quality patient care. Upholds and promotes a healthy work environment. Assists with coordination of patient satisfaction, improvement initiatives, and projects. Performs patient experience rounding for outcomes, staff coaching regarding Carle Experience expectations, and behaviors. Ensure the patient's experience is positive upon entering and exiting the building; setting clear expectations. Exceptional customer service recovery skills, Excellent communication skills: Verbal and non-verbal, compassionate, and empathetic response to patient and family concerns/feedback.

Essential Functions:

+ Kiosk management (assist patient with check-in).

+ Refers patients to appropriate physician, appointments, or department; gives directions and information as needed.

+ Observant for security risks and communicates such risks to the appropriate department.

+ Routes suggestions and concern to proper individuals.

+ Resolves customer service concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.

+ Patient rounding (department lobby).

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: [email protected].

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.