What are the responsibilities and job description for the Customer Service Representative position at HAMILTON COUNTY HOSPITAL DISTRICT?
Job Details
Description
JOB SUMMARY: Performs a no-touch temperature scan on every person wishing to enter the facility either as a patient or a staff member. Asks patients/visitors COVID-19 Questionnaire and give masks if patient/visitor is not wearing one. Help enforce the visitor policy. Answers multi-line telephone using departmental procedures in routing and transferring calls. Reports to the Patient Access Manager. OSHA Bloodborne Pathogens Class III.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
A. No-Touch Temperature Scan
a. Temperature scanner must be aimed at the center of the forehead
b. Held no more and no less than approximately 1 to 2 inches from the center of forehead, and while aiming and distance are assured press the scan button
c. Negatively screened individuals (NSI) will be provided a sticker with the date and time written in by the screener.
B. Health screening questionnaire
a. Patient/visitor will be questioned, and these questions are based upon the guidance of the CDC. Infection Control Nurse/Hospital Administration will then provide new copies of the questionnaire.
C. Help direct patients/visitors to departments for appointments
a. If patient/visitor doesn’t know where to go in the facility, Customer Service Concierge will take to designated area.
D. Provides Customer Satisfaction Initiative to Visitors/Patients present in the lobby
- Greet and ask if they need anything
- Sanitize the lobby area
OTHER SIGNIFICANT REQUIREMENTS:
A. Maintains confidentiality of all hospital and patient information at all times as observed by peers and management.
B. Presents neat appearance, in proper attire, with identification as required by facility personnel handbook.
a. Reports to work on time, as scheduled.
b. Optimizes time efficiently and effectively at all times.
C. Accepts assignments and completes work assignments on time.
D. Participates in staff meetings.
E. Follows safety guidelines and policies for the Healthcare System.
F. Adheres to Hamilton Healthcare System’s Behavioral Standards.
G. Emulates the customer service expectations for Respect, Integrity, Service, and Excellence.
H. Maintains HIPAA compliance at all times.
I. Abides by the Hamilton Healthcare System Personnel Policy and Employee Handbook.
J. Performs all other duties as assigned.
Qualifications
JOB QUALIFICATIONS:
A. Education: High school graduate or equivalent.
B. Personal job-related skills: Typing speed of 45 wpm, operation of ten-key adding machine/calculator. Familiar with operating personal computers and knowledge of general clerical duties.
C. Licensure, registry or certification: Possess and maintain Basic Life Support Certification through American Heart Association.
D. Experience:
1. Prior Work Experience: Previous office experience in a medical setting preferred.
2. Technical Training: None required
E. Physical and Mental Requirements: Duties of the position require intermittent walking, sitting and standing. Some bending, stooping, and reaching is required with the lifting of items up to a weight of 40 pounds. The ability to comprehend and follow routine written or verbal instructions.
