CLINICAL CUSTOMER SVC COORD- Medical ICU Nursing (Day 40)

Shift: Monday-Friday, no weekend position, 7am-3:30pm.

Position Summary:

The Clinical Customer Service Coordinator (CCSC) reports to the Nurse Manager on the unit. Responsible for facilitating information exchange between customers: patients, families, healthcare team, other departments, vendors, or outside agencies. Serves as an initial point of contact for customers in person or by phone.

Performs various integral activities to assist medical, nursing, and administrative staff in meeting unit, department, and institutional needs. Assists with coordinating, planning, developing, and implementing assigned projects. Oversees front desk and administrative duties. Responsible for day-to-day supervision and performance management of clerical support staff.

Education: An Associate's degree is required.

Proficiency in medical terminology (equivalent to JHH-sponsored course completion). Strong understanding of office and administrative procedures, with 2-3 years of related experience. Advanced computer skills, including proficiency in word processing, PowerPoint, and spreadsheet software.

Work Experience:

• 2 - 3 years of work experience using customer service, data management, time management, and office management skills preferred.
• Must have PC/PC application skills, the ability to use various communication tools such as a pager box, and operate, troubleshoot, and maintain general office equipment.
• Contributes to the development of budgetary targets.
• Monitors and takes corrective action when targets are not met.
• Prioritizes and organizes own work based on established hospital guidelines, policies, and protocols.
• Prioritizes/organizes the work of other clerical support staff to meet unit demands.
• Makes decisions regarding work processes based on established hospital guidelines, policies, and protocols.
• Maintains current knowledge of relevant protocols and procedures and recommends revision when indicated.

Supervisory Responsibility:

• Oversees and coordinates daily activities of clerical support staff.

• Independently and in consultation with unit leadership, solve complex problems related to unit operations.

• Recognizes and mobilizes appropriate resources that lead to problem resolution.

• Recognizes the need for and can use the chain of command effectively. Must be able to utilize information generated from computerized and paper systems supporting functions such as medical records, admissions, transfers, discharges, order entry, labs, etc.

• Must be able to input, retrieve, coordinate, and communicate data from multiple sources upon request.

• Operation and maintenance of all communication and office technology used on the unit.

WORKING CONDITIONS:

Use a keyboard, computer, monitor, and other business communication devices for long periods. Standing, walking, and/or sitting for extended periods. Transporting wheelchairs, beds, and related equipment. Possible exposure to communicable diseases, hazardous materials, and pharmacological agents. Adherence to work availability and unit scheduling requirements. This may include but is not limited to availability calls, mandatory overtime, on-call, and shift work.

Salary Range: Minimum 21.21/hour - Maximum 37.12/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.