PURPOSE OF POSITION: To provide support for all aspects of customer services related to the Emergency Dept. of a Medical Center related to the care of infants, children and adolescents.
Work collaboratively/cooperatively with others to achieve ESR department goals. Proactively adjust one's style and/or efforts to complement those of others. Develop positive working relationships with peers/colleagues. Share knowledge and/or provide support for team members. Contribute to and promote a positive and professional work environment/atmosphere. May serve as a liaison within the division or organization.
·COMMUNICATION - GENERAL
Effectively demonstrate communication skills related to conveying relevant information. Develop and maintain efficient internal communication processes to support the activities of the department/program. Openly communicate across many departments regarding clinical, patient care, physical and/or material resources. Keep key leadership, administrative staff and other stakeholders fully informed of projected and actual developments in a timely manner. Prioritize multiple requests for information. Assemble and distribute material for project communications if necessary.
Understand and comply with applicable policies, guidelines, regulations, and/or accreditation standards. Document compliance as necessary. Maintain compliance with CCHMC Core Standards and code of ethics. May be responsible for ensuring that work areas are organized and present a safe, accessible, effective, and/or efficient environment for employees, patients, and/or families.
Serve as the first line of contact and a resource. Act as a customer advocate and strive to better meet the needs of, and to support, patients and/or families. Utilize a customer focus to complete assignments and/or interact with customers, employees, applicants, and/or visitors in a courteous, attentive and conscientious manner. Respond quickly to parent, employees, applicants, and/or visitors' requests and concerns. Provide appropriate education/information to patients and/or families. Manage and resolve customer satisfaction issues taking initiative to manage conflict in a proactive fashion.
Understand and apply appropriate policies and procedures for work flow, testing, and/or methodology. Perform dedicated duties on a timely basis. Appropriately document work as necessary.
Skills & Competencies
Ability to perform clerical functions with accuracy and attention to detail
·Communication - Intermediate
Good verbal, written and/or interpersonal communication skills
·Customer Requirement Skills
Identifying and understanding customer needs and expectations; accurately gauging how to satisfy these requirements
·Follow Instructions - Adv
Ability to follow complex written and verbal instructions
·Medical Terminology - Basic
Basic knowledge of medical terminology
·EPIC - Intermediate
Proficient with EPIC
·Computer Proficiency - Basic
Working knowledge of basic computer applications
·Physical Stamina - Light
Physical stamina sufficient to perform frequent bending, light or moderate lifting and extensive standing/walking
Ability to effectively manage multiple tasks simultaneously
Identifies problems and asks questions; escalates when appropriate
Ability to ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families; ability and motivation to attend required Cincinnati Children's safety training sessions and apply lessons learned
·High School Graduate OR Equivalent
·One year of customer service experience
·1 year related experience