Job Summary

This position ensures exceptional customer service experiences by providing efficient and effective support. The Customer Service Representative is responsible for addressing customer inquiries, assisting with patient/relative experience survey collection, assisting with resolving complaints, and with various tasks to maintain a high level of customer satisfaction, including providing greeting, escorting and wayfinding services to visitors, maintaining visitor logs, when necessary. Additionally, this position receives calls from internal and external customers; correctly routes calls and provides general information to customers, and may provide basic administrative support, such as utilizing computer programs to enter experience and complaint data, copying and faxing.

Essential Functions

• Provide excellent customer service by responding to customer inquiries and needs.
• Provides information obtained from a variety of sources to field question from the public regarding departments, phone numbers, operational hours, etc.
• Dispenses general information to internal and external customers.
• Assists with maintaining the phone directory.
• Provides greeting, escort and wayfinding assistance throughout the Oyate Health Center.
• Assists with patient concerns and provides basic guidance for navigation of OHC services. Elevates unresolved concerns to Patient Experience Advisor.
• Communicate clearly, politely to internal and external customers.

Professional Behavior

• Effectively plan, organize workload, and schedule time to meet the demands of the position.
• Work in a cooperative and professional manner with OHC and GPTLHB staff.
• Treat Great Plains tribes and collaborators with dignity and respect.
• Utilize effective verbal and written communication skills.
• Advance personal educational development by attending training sessions and seminars as appropriate.
• Exemplify excellent customer service with tribal stakeholders, health board colleagues, program partners, service recipients, visitors, and guests.
• Foster a work environment of wellness, courtesy, friendliness, helpfulness, and respect.
• Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.
• Consistently demonstrate respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation and/or personalities.
• Maintain and ensure organizational privacy and confidentiality.
• Handle crisis and tolerate stress professionally.
• Be self-directed and take proactive initiative to assist others.
• Resolve issues with other departments and coworkers without direct supervision if needed.
• Exercise flexibility to alter plans/routines when situations require and continue to perform without projecting stress/frustration that would adversely affect the work environment.
• Promote an alcohol, tobacco, and drug-free lifestyle.
• Embrace modes of appearance and attire that reflect a professional presence.
• Adhere to GPTLHB policies and procedures.
• Other duties as assigned by the Supervisor.

Requirements

• Participate in Core Connection training and apply GPTLHB Core Connections concepts and practices in their work.
• Familiarity and/or experience working with American Indian populations and respect for and knowledge of tadeonal, cultural and spiritual practices of diverse American Indian communities, as well as an ability to work with other culturally and ethnically diverse populations.
• Exemplify excellent customer service with tribal stakeholders, health board colleagues, program partners, service recipients, visitors, and guests.
• Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.
• Consistently demonstrate respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation and/or personalities.
• Strong interpersonal and communication skills with a customer-centric approach.
• Valid driver's license must be kept current, and certifications, credentials or licenses must be kept current and consistent with regulations required by applicable federal, state and/or grant regulations.
• Ability to actively listen, empathize, and respond effectively to customer inquiries and complaints.
• Demonstrate patience, tact, and professionalism in handling difficult customer interactions.

Supervisory Controls

The supervisor provides continuing or individual assignments by generally indicating what is to be done, limitations, quality and quantity expected, deadlines, and priority of assignments. When there are new, difficult, or unusual assignments, the supervisor provides additional, specific instructions for including suggested work methods or advice on source material available.
The employee uses initiative in carrying out recurring assignments independently without specific instructions but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help.
The supervisor reviews finished work to assure the methods used are technically accurate and in compliance with instructions or established procedures. Review of the work increases with more difficult assignments if the employee has not previously performed similar assignments.

Guidelines

There are established procedures for doing the work and a number of specific guidelines are available as a resource.
The employee may be required to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt the guidelines to specific cases. The employee may also determine which of several established alternatives to use. Situations to which the existing guidelines cannot be applied or significant proposed deviations from the guidelines are referred to the supervisor.

Complexity

The work includes some variations and may involve different and unrelated processes and methods. The decision regarding what needs to be done depends upon the analysis of the subject, phase, or issues involved in each assignment, and the chosen course of action may have to be selected from many alternatives.
The work involves conditions and elements that must be identified and analyzed to discern interrelationships.

Scope and Effect

The work involves the performance of specific, routine operations that include a few separate tasks or procedures. The work product or service is required to facilitate the work of others; however, it has little impact beyond the immediate organizational unit or beyond the timely provision of limited services to others.

Personal Contacts

The personal contacts are with employees in the organization but outside the immediate department. People contacted generally are engaged in different functions, missions, and kinds of work, and may be representatives from various levels and departments within the organization, partner organizations, Tribal affiliate organizations, and employees of other healthcare organizations. Personal contact, at this level, may also be made with members of the general public, as individuals or groups, in a moderately structured setting.

Purpose of Contacts

The purpose is to obtain, clarify, or give facts or information regardless of the nature of those facts, i.e., the facts or information may range from easily understood to highly technical.

Physical Demands

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. The employee must be able to read, write, speak, and hear.

Work Environment

The work involves moderate risks or discomforts that require special safety precautions, e.g., working around moving parts, carts, or machines; exposure to contagious diseases or irritant chemicals. Employees may be required to use protective clothing or gear, such as masks, gowns, coats, boots, goggles, gloves, or shields.

Supervisory and Management Responsibility

This position has no formally assigned supervisory responsibility or authority. The employee is responsible only for the performance of their own assigned work. They may be asked to train new employees in the fundamentals of the jobs or to participate in cross‑training of other employees in the department, but such assignments do not include the on‑going authority to assign and review work of other employees or to recommend or take corrective action with regard to other employees' performance.

Minimum Education & Experience Requirements

Education/Relevant Experience: high school diploma or GED and one (1) year of experience.
This position requires no post-secondary education. Qualified individuals must have relevant experience demonstrating knowledge of basic or commonly used rules, procedures, or operations that typically require completion of training program or one (1) year of relevant experience.

The GPTLHB is a tribal organization that follows tribal preference laws. Our policy is to give preference to qualified Indian/Tribal candidates over qualified non-native candidates in hiring decisions if all other qualifications are equal.

Employment is contingent upon the outcome of all required criminal background checks.