Customer Hospital Service Representative- Please use the description we have on file.
This individual is the direct point of contact at the reception desk in the Surgical Waiting Room; facilitates the smooth operations of this service area by responding to inquiries from patients and their families in a timely manner.
Communication - provides information regarding patient location and status; screens visitors to ensure corporate compliance with privacy requests; answers phone callers' questions regarding directions to campus and other related inquiries or transfers calls to appropriate person/department; facilitates relevant information from clinical participants to appropriate customer; determine client needs using active listening skills and provide information and available options for client to make an informed decision regarding their Loyola visit.
Escorting - directs and/or escorts patients and visitors to test and treatment areas; monitors location of surgical family/visitors by assigning pagers and learning contact information.
Problem Resolution - anticipates and resolves customer concerns by recognizing a state of confusion or anxiety and offering service initiatives that include information, solutions, amenities, service recoveries; engage in first phase of problem resolution regarding client complaints; knows when and how to contact internal department resources for assistance (Patient Relations, chaplains, social work, security, housekeeping, supervisor, etc.)
Miscellaneous - embrace coaching and training as an aid to meeting personal, departmental, and organizational goals; participates and completes all in-service training and continuing education programs; willingly and cheerfully completes other duties as assigned.
Act as Concierge as needed, providing wheelchair escort for patients and visitors requiring physical assistance from the surgical waiting room area to treatment area. Provide physical assistance to those needing help in and out of transportation (ex: helping someone and/or their belongings into/out of their care, off/onto a bus, etc.)
Required: Associates Degree OR equivalent training acquired via work experience or education
Preferred: Bachelors Degree OR equivalent training acquired via work experience or education
Specify Degree(s): Communication, Psychology, Hospitality
Required: 1-2 years of previous job-related experience
Preferred: 3-5 years of previous job-related experience
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Posted 26 minutes ago
Posted 26 minutes ago
Posted 25 minutes ago
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