Customer Service Associate - 5A / Lovell - 16 hours weekly/Variable shift- Kalamazoo

Customer Service Associate - 5A / Lovell

Responsible for ensuring that customers including: patients, visitors, staff, and outside vendors are greeted in a positive and professional manner providing overt hospitality and help ensure a safe environment. Screen all patients, visitors, and vendors as needed. Offer and deliver escort assistance, directions, and/or patient belongings while providing a safe, comfortable, pleasant area. Employees providing direct patient care must demonstrate competencies specific to the population served.

Education/Experience Required:

• High school diploma or general education degree (GED) required.
• Some related Customer Service experience preferred.
• Work which produces levels of mental/visual fatigue which are typical of jobs that perform a wide variety of duties with frequent and significant uncontrollable deadlines.
• Work may include the operation of and full attention to a personal computer up to 80 percent of the time.
• Involves regularly lifting of bulky or moderately heavy weights (i.e., up to 50 pounds), and occasionally assisting with heavier tasks or expending the equivalent effort in pushing, pulling, or otherwise handling material, equipment, and other objects.

Greet, screen, and direct individuals entering the facility

• Provide mask/face covering as needed.
• Way finding for customers, leading when possible; assists customers with directions and other communication needs within the department in a timely manner.
• Provide general information as needed.
• Must be friendly, positive, and professional and be calm, yet assertive, when dealing with aggressive behavior.
• Be able to access in-house patient names and room numbers through the use of an electronic medical record.
• Employee must be comfortable relating to diverse groups of people, have the ability to give instructions in a manner that assures complete understanding, stay calm in a stressful situation, and the ability to operate wheelchairs.

Partner with Bronson Security Department to oversee safety and security in assigned area.

• Responsible for monitoring security cameras and, reporting concerns and managing entry to the receiving bay doors.

Clean and sanitize workstation and supplies

• Monitor waiting areas for cleanliness and orderliness. Pick up waiting areas as necessary and report any concerns as needed.

Work as a team with various other departments to facilitate patient visitation.

Unit specific responsibilities could include:

• Assemble admission packets
• Answer phone within 3 rings and transfer calls to appropriate location
• Print and post conference room schedules
• Scanning documents into EPIC records
• Monitor Suggestion and Concern Report boxes
• Schedule care conferences, status review meetings and PCP follow up appointments
• Upload patient photos to EPIC record
• Post updates on huddle board
• Other duties as assigned

Always use Bronson Standards for Excellence when dealing with internal and external customers.