Customer Service Assistant

Customer Service Assistant

Department: Reception Services

Location: Trinity Health Livingston

Position Purpose:

Maintain a safe and secure environment while projecting a professional image when greeting patients, visitors and staff. Complete a diverse range of administrative tasks such as answering the telephone and accessing patient information via computer and census sheet. Enhance hospital experience for patients, families and visitors by performing guest relation functions that ensure the highest standard of service, including help, guidance, direction, response to routine requests for information and on occasion, escort as requested.

Shifts Available: Day

Status Available: Full-time, 40 hours/week

Required Qualifications:

Education:

• High School diploma or GED equivalent.

Experience:

• Computer/typing skills necessary to navigate Health Quest and the visitor management system.
• Interpersonal skills necessary to effectively communicate with diverse group of internal/external callers, patients, visitors and staff, at times dealing with sensitive and/or confidential situations.

Physical and Mental Requirements and Working Conditions:

• Demonstrate sensitivity and responsiveness to differences in ethnic and cultural customs, perceptions, and communications.
• Demonstrate sensitivity and responsiveness to the various medical, emotional, and mental health needs of all patients, staff and visitors.
• Respond appropriately to various levels of stressful situations and maintain emotional intelligence.

What you will do:

• Respectfully and promptly, make eye contact, and smile when greeting patients and visitors using standard customer service scripting; direct them to appropriate areas. Know how to access patient location information on the computer. Escort patients when needed or requested.
• Offer assistance for wayfinding, parking validation, deliveries and other requested information including information regarding hospital services for patients, family members and visitors.
• Call for taxi or shuttle service for patients/families when needed.
• Assist visitors/families during emergencies which may include fire, natural disasters and patient/family situations.
• Oversee the immediate environment and report any suspicious activity or individuals to Security.
• Keep area stocked with supplies as needed.
• Responsible for signing out/in your radio daily and for the loss or damage of radio equipment.
• Responsible for keeping up with all department and hospital information and updates.
• Responsible for utilizing When-to-Work to document changes to your work schedule including proper recording in the exception log.
• Responsible for after-hours operation of the visitation management system.
• Access Health Quest to obtain patient room information for visitors

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.