Position Summary
Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, check in and registration and scheduling, performance improvement activities and payment processing.
Duties & Responsibilities

Customer Service:

Receive and route incoming information calls to appropriate departments/individuals.

Greets, assists and directs patients, visitors, and staff.

Conducts assessment of customer service needs and 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 Registration update:

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.

Other: 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 training.

Recognizes the needs, behavioral attributes, and physical characteristics of a variety of customer groups served. Other related duties as assigned.