Customer Service Liaison - Carle Health : Job Details

Job Details

Customer Service Liaison

Department: Entryway Services CATR

Usual Schedule: M-F 8a-5p

Regions:

On Call Requirements: N/A

Job Category: Clerical/Admin

Work Location: Carle at The Riverfront

Employment Type: Full - Time

Nursing Specialty:

Job Post ID: 46794

Secondary Job Category:

Experience Requirements: None

Weekend Requirements: N/A

Education Requirements: Not Indicated

Shift: Day

Location: Danville, IL

Holiday Requirements: N/A

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Check out this job opening for Carle Providers: Customer Service Liaison Check out this job opening for Carle Providers: Customer Service Liaison

Job Description

JOB 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.

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).

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. 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]. Positions are not available for remote work in the state of Colorado.

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.

Illinois Required Notices

* Your Rights Under Illinois Employment Laws

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Federal Required Notices

* Employee Rights under FLSA

* OSHA

* Employee Rights under FMLA

* EEO It's The Law

* Pay Transparency Nondiscrimination Provision

* Employee Polygraph Protection Act

* Your Rights under USERRA