Job Summary

Champion of customer service and part of the hospitals problem solving team. Interact with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.

Job Specific Duties

• Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service. 
• Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families. 
• Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the MCH policy & procedure. 
• Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure. 
• Maintains objectivity and keeps lines of communication open between patients, families and hospital staff. 
• Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues. 
• Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
• Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system. 
• Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management. 
• Helps drive service excellence by acting as a customer service champion and reviewing their assigned unit’s customer service target goals, priority questions, and sharing best practices with the staff. 
• Meets regularly with the unit’s Director, participate in two service huddles and/or one department meeting a month in the unit and facilitate customer service support. 
• Review target goals, priority questions and share best practices with unit Director and staff. 

Minimum Job Requirements

• 2-4 years Experience in dealing with patients and families in a hospital setting
• Experience in dealing effectively with people in stressful situations
• Fluency in speaking both English and Spanish languages required.

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
• Excellent customer service with experience and training.
• Ability to communicate effectively in English and Spanish.
• Associate degree in a related field or Bachelor’s degree preferred.
• Consistently displays a professional appearance & presents themselves as a role model to the MCH staff.
• Demonstrates reflective listening and strong customer service skills.
• Knowledge in use of computers and ability to learn appropriate software applications.
• Knowledgeable of Patient Rights.
• Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
• Proficient writing skills.

About the Company:
Nicklaus Children's Hospital