Customer Service Representative - 6W Stepdown

Position Summary

The Customer Service Representative performs customer service duties on an ongoing basis in an assigned nursing unit, as well as assists in providing quality patient care and services.

Duties & Responsibilities

• Greets all healthcare staff and internal and external customers.
• Anticipates and assists needs; verbally acknowledges upon request.
• Answers telephone (states unit title and name), screens and routes incoming calls to appropriate parties (using the telephone paging system if necessary). Relays information concerning patient, unit, division or general information. Takes messages regarding patient information (lab work, dietary, x-ray etc.) and for unit personnel and routes to appropriate parties.
• Screens and routes all mail to appropriate parties.
• Assists in the operation of medical equipment and facilities maintenance by prompting reporting through proper channels.
• Access and utilizes hospital systems for ordering.
• Retrieves information as requested.
• Enters accommodation code changes after order is written.
• Maintains and updates daily patient assignment sheet/board.
• Organizes and maintains neatness of shelves that store reserve supplies.
• Respects the confidential nature of hospital charts, medical records and other patient related information.
• Arranges and files chart in correct order, ensures patient label on every paper form in chart and replenishes chart forms as needed.
• Assembles and breaks down all patients’ charts. Checks patient’s chart daily for upkeep and security of location. Enters patient information as requested. Coordinates with nurse when checking charts for completion. Compiles patient chart prior to surgery, diagnostic tests, transfer or discharge.
• Provides patient belonging list to RN/NT and reviews daily to ensure completeness. Coordinates and prioritizes unit needs with the charge nurse.
• Directs visitors and confers with staff when necessary. Distributes isolation gowns or scrub apparel as required.
• Continuously relays patient/bed status to charge and primary nurse.
• Assists with the admission, transfer and discharge of the patient.
• Completes & routes required forms & communicates necessary information to the patient/significant others.
• Assists with the orientation of personnel to unit procedures. Obtains daily report of patient activity from the ANI or charge nurse at the beginning of the shift.
• Maintains cleanliness and organization of the working and supply areas.
• Communicates daily shift activities with nurses, patient care director and on-coming shift.
• Responsible for implementing manual procedures to be taken in the event of a computer system breakdown and maintaining paper forms.
• Maintains inventory of assigned staff IP phones; ensures all staff has a phone each shift.
• Performs other duties as assigned.