customer service specialist surgery

Responsible for providing effective customer service by utilizing excellent interpersonal and communication skills. Provides a liaison between Perioperative Services, family members and other medical center departments. Conducts inpatient and outpatient registration.

Essential Job Functions

• Greets visitors upon arrival to the waiting areas. Notifies appropriate parties of arrival. Provides supportive assistance to both the customers and departments within the organization regarding perioperative services.

• Reviews pre-registration documentation 7 days ahead of scheduled procedure and communicates toleadership 48 hours in advance of any denials or pending approvals. Registers all patients for surgery, PAT, Cath Lab and other scheduled procedures.

• Completes accurate patient demographic and insurance information. Places ID band. Performs POS collections and completes proper documentation in electronic record.

• Provides sympathetic and courteous service to patients and maintains confidentiality. Interacts with family members, assesses and meets their needs. Keeps visitors informed as to delays and assists with setting expectations during visit. Alerts appropriate personnel to any visitor concern or problem

• Makes rounds to check patient progress and communicates back to family in waiting area. Communicates and oversees volunteers. Assists families to consultation rooms for physician meeting.

• Obtain pre-op vital signs and weights as assigned. Assist with patient care as assigned by RN. Answer call lights. Transports patients. Cleans wheel chairs and stretchers.

• Maintains confidentiality of patient issues and/or complaints. Does not discuss with other staff or community members.

• Monitors physical environment in waiting room for visitor’s comfort (TV, noise level, reading material, etc.).

• Maintains waiting area cleanliness.

• Demonstrates behaviors consistent with Mission and Core Values.

• Adheres to the standards and policies of the Corporate Responsibility Program, including the duty to comply with applicable laws and regulations, and reporting to designated Manager (or employer hotline) any suspected unethical, fraudulent, or unlawful acts or practices.

• Embraces Standards of Behavior in order to provide and promote excellent customer service for both internal and external customers. Holds self and others accountable for behaviors that promote service excellence.

• Adheres to all standards and policies regarding safety/patient safety initiatives.

• Is responsible for all other duties as assigned.

Required Minimum Education

High School Diploma / GED

Minimum Years and Type of Experience

2-5 years of customer service experience.

Other Knowledge, Skills and Abilities

Required: Demonstrated excellent interpersonal and communication skills. Must have an ability to work effectively and efficiently in a professional manner under stressful situations. Must have a genuine interest in helping others. Must maintain confidentiality of all protected medical and patient information.

Preferred: Proficiency with computers is desirable.

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email ***email_hidden***. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at ***email_hidden***