Status: Full Time

Shift: Weekdays 8-5:30 Weekends 8-5:30 64hrs/pay period.

Exempt: No

Summary:

Acts as a customer liaison to ensure customer service expectations are exceeded and institutes service recovery efforts as needed.

Other information:

Experience/Skills:

Two years in either a health care or hospitality setting.

Education::
Bachelor Degree in clinical or business/management background required.
In lieu of college degree, high school diploma with two year’s work experience in a hospital or hospitality type setting acceptable.

Physical Demands:
Strength: Medium
Push: Occasionally
Pull: Occasionally
Carry: Occasionally
Lift: Occasionally
Sit: Occasionally
Stand: Frequently

Responsibilities:

1.Acts as ongoing liaison for Inpatient/Emergency Room customers to ensure satisfactory experience and provide solutions to reported issues when able.Communicates clinical concerns to appropriate management team member to resolve.

2.Provides information about the hospital, explains routine policies and gathers follow‑up information as requested.

3.Identifies concerns and initiates follow‑up process to provide solutions, resolve conflicts, etc.

4.Provides ongoing analysis / information to Clinical Quality regarding patient concerns, attitudes, impressions, etc.

5.Scans clinical environment and reports and broken/ worn/malfunctioning items via electronic systems provided.

6. Service Recovery Efforts:

• Provides clear communication of expected outcome for identified concerns

• Follow-up consistently to ensure the issue has been resolved to the satisfaction of the customer.

• Unresolved issues will be communicated via the Leadership chain of command.

5.Deals discretely with large amounts of sensitive, confidential information and maintains appropriate confidentiality of patient information

9.Performs special projects and other duties as assigned.

10. Follows North Oaks Health System’s Compliance Program and Federal and State Regulatory guidelines.

11.Is able to demonstrate competency in age specific criteria as applicable to job scope.