Under general supervisions, performs complex customer service/customer contact functions including assistance with the customer satisfaction program, complaint processing, performance improvement activities, payment processing and registration and check in or check out-processing. Employees at this level may supervise subordinates.

Duties & Responsibilities:

• Customer Service:
  • Direct patients, staff and visitors other clinical and department areas as required.
  • Receive and route incoming information calls to appropriate departments/individuals._x000d_ Greets, assists and directs patients, visitors, and staff.
  • Conducts assessment of customer service needs and _x000d_ makes arrangements to ensure needs are met.
  • Explain established patient processing procedures and policies to patients, staff, and visitors as requested or required.
  • Resolves customer service complaints referred to them by lower level staff and communicates with clients by providing assistance with complex situations.
  • Serves as a role model, exhibiting UI Care standards at all times.
• Reception, Scheduling and Information Services:
  • Coordinates referrals.
  • Confirm/cancel/reschedule appointments.
  • Collect customer payment and process.
  • Reconciles payments. Answers questions on payment process.
  • Perform periodic checks of the reception area, entrance areas, ensuring that these areas are free of obstructions, hazards, debris, and loiterers.
• Report any broken equipment promptly, remove and label as broken.
• In the event of a medical emergency, follow established code procedures and direct medical/nursing/administrative staff to the appropriate location.
• Assists with orientation and ongoing training of staff in customer service.
• Performance Improvement:
  • Reviews and evaluates primary performance data.
  • Participates on departmental and/or interdepartmental customer satisfaction teams as required.
• Other:
  • Inventories and orders supplies.
  • Assists with projects.
  • Assists with monitoring compliance and regulatory standards.
  • Adheres to the Medical Center’s Code of Conduct and remains in compliance with all required trainings.
  • Recognizes the needs, behavioral attributes, and physical characteristics of a variety of customer groups served.
  • Assists other staff with clerical support.
  • Performs work related to the lower level in this series.
  • Other related duties as assigned.