Under general supervisions, performs complex customer service/customer contact functions including assistance with the patient satisfaction program, complaint processing, performance improvement activities, payment processing and registration and check in or check out-processing. Employees at this level may supervise subordinates.
Duties & Responsibilities
Customer Service
- Direct patients, staff and visitors to other clinical and department areas as required.
- Receive and route incoming information calls to appropriate departments/individuals.
- Greet, assist and direct patients, visitors, and staff.
- Conduct assessments of customer service needs and make arrangements to ensure needs are met.
- Explain established patient processing procedures and policies to patients, staff, and visitors as requested or required.
- Resolve customer service complaints referred to them by lower-level staff and communicate with clients by providing assistance with complex situations.
- Serve as a role model, exhibiting UI Care standards at all times.
Reception, Scheduling, and Information Services
- Coordinate referrals.
- Confirm/cancel/reschedule appointments.
- Collect and reconcile customer payments and processes.
- Answer questions on payment process.
- Perform periodic checks of the reception area, entrance areas, ensuring that these areas are free of obstructions, hazards, debris, and loiterers.
- Daily Charge Reconciliation and charge review
Performance Improvement
- Review and evaluate primary performance data.
- Assists with orientation and ongoing training of staff in customer service.
- Participate on departmental and/or interdepartmental patient satisfaction teams as required.
Other
- Report any broken equipment promptly, remove and label as broken.
- Inventories and orders supplies.
- In the event of a medical emergency, follow established code procedures and direct medical/nursing/administrative staff to the appropriate location.
- Assist with monitoring compliance and regulatory standards while adhering to the Medical Center's Code of Conduct
- Remain in compliance with all required trainings.
- Assist other staff with clerical support.
- Other related duties as assigned.