Customer Service Team Lead, Cust Svc

DHR Health - US:TX:Edinburg - Days

Summary:

POSITION SUMMARY:

Responsible for overseeing and scheduling Customer Service Guides accordingly promotes and implements excellent customer service to DHR patients, family members, and visitors. Greeting and escorting patients, family members, and visitors throughout the facility. Deliver flowers and newspapers daily to all patients of DHR.

POSITION EDUCATION/ QUALIFICATIONS :

• High School Diploma/GED is required
• Associates in College preferred
• Customer skills are necessary
• Organizational skills are necessary.
• Must be able to be sensitive to cultural and bilingual issues.
• Good written and verbal communication skills required.
• Ability to read, write and speak English required
• Ability to communicate clearly and concisely with all levels of nursing, administration, and physicians
• Prefer hospital experience

JOB KNOWLEDGE/EXPERIENCE :

• One ( 1 ) year of Acute Care experience is preferred.
• Critical thinking skills are a must.
• Computer skills required.
• Requires good communication and organizational skills.
• Requires reasoning ability and good independent judgment.
• Requires working with frequent interruptions.
• Exhibits tact, enthusiasm, and patience.
• Must have excellent customer service skills.
• High degree of competency/experience in general.
• Requires good communication and organizational skills.
• Requires reasoning ability and good independent judgment.
• Must have strong interpersonal skills and the ability to multi-task.
• Customer service skills are required.
• Must also be bilingual (English/Spanish).

Responsibilities:

POSITION RESPONSIBILITES:

• Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practice
• Promote and implement excellent customer service to all customers.
• Direct all customer complaints and concerns to Guest Relations Director in a timely manner
• Directs customers to desired or necessary destination.
• Maintains waiting areas in an orderly fashion..
• Assist department with other duties issues as necessary.
• Assist in transporting patients when necessary.
• Oversee and schedule Customer Service Guides accordingly.
• Cross-train/Train new staff and explain hospital regulations and processes.
• Ensures department is adequately stocked with necessary supplies, forms, etc.
• Serve as the main communications person for the department by taking and relaying messages/information.
• Be knowledgeable of all of services to be able to direct visitors and assist patients with questions.
• Work with department Director on conflict management and resolution
• Monitor productivity and hours of Customer Service Guides
• Ensure Customer Service Guides staff conducts themselves in a professional manner according to Customer Service Guide standards
• Other duties as assigned.

Other information:

LINES OF REPSONSIBILITES :

(Chain-of-command)

1. Director of Guest Relations

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA) :

A. Essential Duties : Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

B. Working Conditions : The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes : HIGH 1 2 3 4 5 6 LOW

Intelligence: General learning ability: The ability to “catch on” or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to “visualize” objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.

Employee Signature: ________________________________ Date: ____________________

Transfer/Hire Date Effective: ________________________.