Career Center

Description

Job Summary

Serves as a resource to staff and customers and collaborates with others to advance Nicklaus Children's Health System's mission.

Job Specific Duties

• Gathers weekly Clicker patient volume reports from Greeters. 
• Updates monthly Greeter Summary Clicker Report for leader review. 
• Supports department by answering calls and checking department voicemail for messages, checks department email inbox, and CRM for patient/parent concerns. 
• Receives walk-in customers wishing to place formal complaint. 
• Reviews and processes Review Trackers reviews, logs in social media complaints and tracks and trends, and sends to affected area leaders where applicable. 
• Responsible for ordering supplies, placing purchase order requests and receiving orders; works with leader to adhere to budget. 
• Assists leader with reviewing utilization of interpretive services/translations and creates dashboards to send to Accreditation & Regulatory. 
• Coordinates requests for interpretative services from NCHS departments and facilitates VRI machines, and helps to schedule appointments for live interpreters with vendor.
• Assists department leadership with scheduling meetings and conference calls, travel arrangements, and handles mail.
• Prints and distributes e-cards. 
• Reviews Grateful Patient Report received from Foundation and researches in RL system to ensure that the family has not placed a formal complaint in PGR and communicates results to Foundation staff. 
• Researches and checks RL for possible patient/parent complaints for Shared Success Customer Stories received from Marketing and Foundation. 
• Coordinates NCHS departments patient satisfaction celebrations.
• Assists leadership with Family Advisory Council initiatives. 
• Assists leadership with Quarterly Service Excellence Award planning and preparation. 
• Assists PGR team with annual celebration of Patient Experience Week celebrations. 
• Assists department leadership and staff with any additional projects/assignments as needed. 

Qualifications

Minimum Job Requirements

• 1-3 years of experience in a customer service role

Knowledge, Skills, and Abilities

• Bachelor's degree in health services administration, Communication, or related field preferred.
• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Able to communicate in English both verbally and in writing in a clear, concise, and courteous manner.
• Fluent in Spanish strongly preferred.
• Able to establish necessary professional relationships and interact effectively with internal and external customers.
• Able to learn and effectively use work related software application(s).
• Able to maintain confidentiality of sensitive information.
• Strong organizational skills including priority setting, planning, and effective decision making.
• Able to demonstrate exceptional customer service and interacts effectively with patients, residents, visitors,staff, and the broader health care community.
• Able to interpret, adapt, and react calmly under stressful conditions in a pleasant manner.
• Able to evaluate, collect, and interpret data.
  

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