Customer Relations Associate

Job Title

Genesis Healthcare System

Position Details:

Work Shift: Day Shift (United States of America)

Scheduled Weekly Hours: 16

Department: Patient Experience

Overview of Position:

Performs accurate high quality liaison services, direction, complaint intake and assistance with resolution. Provides general information to promote service excellence to physicians, staff, patients and other customers. Responsible for support to, but not limited to the Emergency Department, Surgery, Critical Care, Pavilion, HealthPlex, and front information desks.

Essential Duties:

1. Maintains knowledge of system services, opportunities, programs and department locations to facilitate optimal customer experiences.
2. Maintains the highest degree of professionalism and confidentiality at all times.
3. Provides outstanding customer service to internal and external customers.
4. May provide assistance in areas of Patient Access using EPIC (electronic medical record system).
5. Demonstrates initiative and creativity to continuously improve services.
6. Will facilitate appropriate detailed information to enable responsible staff to respond to patient/customer needs.
7. Demonstrates knowledge of department-specific resources; special needs, advanced directives, etc.
8. Conducts proactive hospital rounds, as assigned, as a part of the hospital wide performance improvement program.
9. Performs other functions as assigned.

Qualifications:

• High school graduate or equivalent required.
• Excellent critical thinking, problem solving, interpersonal, communication, and decision-making skills.
• Ability to provide outstanding customer service and maintain a high degree of confidentiality.
• Demonstrated excellence with listening, verbal skills.
• Ability to work independently and under pressure in a complex and changing working environments.
• Familiar with system services and campus layout.
• Experience with computer software programs (Microsoft Office, etc.)

Patient Centered Care & Behavioral Expectations:

Living the Genesis Mission, Vision and Values

• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.

Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)

• Introduces self and roleconnects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.

Promotes Patient and Employee Safety

• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.)
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

Working Conditions/Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works in an office environment.
• Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.
• Ability to sit 7.5 hours per day.
• Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds.
• Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus.
• May be required to periodically rotate shifts and regular days off. All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required.

This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.