Customer Care Assistant

GENERAL SUMMARY:

Welcomes guests, determines individual needs, and responds appropriately. Responsible for arranging for or providing direction/way-finding information or escort/transport to appropriate locations in the facility. Ensures guest safety and satisfaction.

PRINCIPAL JOB FUNCTIONS

• *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• *Greets and acknowledges all guests entering and exiting the facility.
• *Assesses guest’s needs, considers all possible solutions, and responds appropriately.
• *Provides information to guests as applicable including registration location, patient room numbers, provider offices, etc. utilizing available resources such as EPIC and directories.
• *Resolves crisis situations; initiates B-Safe incident report process.
• *Finds solutions for complex questions or guest concerns.
• *Escalates customer concerns and issues to the appropriate individual/department.
• *Utilizes service recovery as needed.
• *Coordinates escort/transport needs received from Medical Center areas and physician offices.
• *Provides day-to-day guidance to wayfinder volunteers, including entrance assignments and coaching/feedback as needed to maintain hospital customer service standards.
• *Operates wheelchairs to ensure the safety of the passenger at all times.
• *Follows emergency procedures as appropriate.
• Understands and follows department and hospital policies.
• *Understands and adheres to federal regulations regarding COBRA, ADA, and HIPAA.
• Serves as a resource for internal/external customers to create an environment that fosters outstanding customer service.
• Orders supplies as needed.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• Participates in meetings, committees, and department projects as assigned.
• Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”).

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of customer service philosophies and practices.
• Knowledge of all medical center facilities and services, locations, and assigned personnel.
• Knowledge of the Lincoln community including locations of and access to commercial retail and social services.
• Knowledge of computer hardware equipment and software applications relevant to work functions and ability to operate a computer.
• Ability to operate a telephone.
• Ability to communicate effectively both verbally and in writing.
• Ability to assess and follow through with communication needs and utilize resources as needed.
• Ability to assess and follow through to ensure that guest needs are met.
• Ability to exercise courtesy and professionalism in all interactions.
• Ability to maintain confidentiality relevant to sensitive information.
• Ability to establish and maintain effective working relationships with all levels of the general public, community, retail and service providers, medical center personnel, medical staff, volunteers, and ancillary departments including diverse patient populations.
• Ability to analyze problems, identify needs and priorities, and implement effective work resolutions.
• Ability to stand and/or walk for extended periods of time.
• Ability to transport individuals in a wheelchair.
• Ability to practice proper body mechanics to ensure personal and customer/patient safety.
• Ability to perform crucial conversations with desired outcomes.
• Ability to problem solve and engage independent critical thinking skills.
• Ability to prioritize work demands and work with minimal supervision.
• Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School diploma or equivalent required. One (1) year experience in customer service or medical environment requiring frequent public contact required.

PHYSICAL REQUIREMENTS

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.