Customer Service Specialist

Customer Service Representative

Position Summary and Purpose The Customer Service Rep presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive first impression, to ensure a comfortable transition into the hospital environment, and to see that immediate needs and concerns are addressed appropriately for every guest.

The Customer Service Rep exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service and will exhibit a person-centered approach and express a genuine interest in the patients', families', and visitors' well-being, whether opening a door or offering a verbal greeting. The Customer Service Rep will remain knowledgeable about and prepared to answer questions regarding locations and services offered on the campus, and has the ability to accommodate customer requests regarding these services.

Essential Functions: Welcomes patients, visitors, employees in a pleasing, helpful and courteous manner Provides accurate, helpful information regarding locations and way-finding questions Contributes to the accomplishment of hospital organizational goals and the vision of the patient and family relations department Maintains awareness of individual patient and visitor needs Projects a positive personal and professional image of UofL Health at all times and under all circumstances

Other Functions: Maintains a clean and orderly work area Transports patients to appointments and other areas as needed Attends and participates in department and hospital meetings, in-services and quality improvement teams Maintains compliance with all company policies, procedures and standards of conduct Complies with HIPAA privacy and security requirements to maintain confidentiality at all times Performs other duties as assigned

Job Requirements (Education, Experience, Licensure and Certification) Education: High School diploma or GED/equivalent (required)Experience: Two (2) years of experience in a face-to-face customer service environment (required) Prior experience in a healthcare environment (preferred)

Job Competency: Knowledge, Skills, and Abilities critical to this role: Demonstrated customer service skills knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction; actively looks for ways to help people Strong active listening skills gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times Able to use a telephone system and exhibit proper telephone etiquette

Language Ability: Must be able to communicate effectively in both verbal and written formats; able to speak to others to convey information effectively and able to speak clearly so that others are able to understand; able to identify and understand the speech of another person; able to listen to and understand information and ideas presented through spoken words and sentences; able to understand written sentences and paragraphs in work-related documents

Reasoning Ability: Able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsComputer Skills: Familiarity with Microsoft Office programs including Outlook Must have the capacity to learn other relevant systems and databases, as needed

Additional Responsibilities: Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times Maintains confidentiality and protects sensitive data at all times Adheres to organizational and department specific safety standards and guidelines Works collaboratively and supports efforts of team members Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL Health Core Expectation: At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by: Honoring and caring for the dignity of all persons in mind, body, and spirit Ensuring the highest quality of care for those we serve Working together as a team to achieve our goals Improving continuously by listening, and asking for and responding to feedback Seeking new and better ways to meet the needs of those we serve Using our resources wisely Understanding how each of our roles contributes to the success of UofL Health