Customer Relations Associate

GENESIS HEALTHCARE SYSTEM In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. Position Details Work Shift: Varied Shift (United States of America) Scheduled Weekly Hours: 40 Department: GCMC 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 Maintains knowledge of system services, opportunities, programs and department locations to facilitate optimal customer experiences. Maintains the highest degree of professionalism and confidentiality at all times. Provides outstanding customer service to internal and external customers. May provide assistance in areas of Patient Access using EPIC (electronic medical record system). Demonstrates initiative and creativity to continuously improve services. Will facilitate appropriate detailed information to enable responsible staff to respond to patient/customer needs. Demonstrates knowledge of department‑specific resources; special needs, advanced directives, etc. Conducts proactive hospital rounds, as assigned, as a part of the hospital wide performance improvement program. 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 1. Living the Genesis Mission, Vision and Values Perform work in a manner that is quality focused. Treat patients, co‑workers, visitors and volunteers with courtesy, compassion, empathy and respect. Results oriented and focused on achievement of objectives. Acknowledge and respond to the diversity of people and the situation. Encourage peers to be owners of change. Always make the effort to anticipate and exceed customer needs and expectations. Possess the ability to engage others with patience and understanding. Act in a manner that creates positive first and lasting impressions. Demonstrate the ability to own issues until they are resolved. 2. Patient Centered Care (patients/families, physicians, co‑workers, all other internal/external customers) Introduce self and role, connecting with everyone. Communicate effectively and ask for feedback. Ask for and anticipate needs and concerns of others. Maintain a positive work environment for staff and a healing environment for patients. Maintain the dignity and privacy of each person; manage confidential/sensitive information appropriately. Respond to requests in an appropriate and timely manner. Exit patient/customer encounters courteously, asking if there are additional needs that can be addressed. 3. Promotes Patient and Employee Safety Demonstrate safe patient handling (transfers, transport, care administration, nutrition, medication, etc.). Demonstrate safe materials handling (appropriate use and disposal of chemicals, infectious wastes, etc.). Demonstrate appropriate knowledge of infectious disease precautions and use of proper protective equipment. Demonstrate slips/trips and falls awareness. Actively contribute to maintaining a safe, clean and quiet environment. Working Conditions / Physical Requirements Work in an office environment. Answer telephone calls, use personal computer and other business machines extensively, requiring finger dexterity. Bend, reach, push, and pull 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. #J-18808-Ljbffr