USD $25.72/Hr.
USD $39.86/Hr.
Conducts daily rounding with patients to facilitate proactive listening with the patients. Facilitates communication in an environment that can sometimes be high pressure, when patient files a complaint. Reports complaint to staff involved and department manager. Works as liaison with patient and staff to resolve the issues surrounding the customer’s complaint. Follows up with communication to close loop with all involved and documents interaction. Meets with Department Managers regularly to share trends of complaints and develop action plans for improvement opportunities. Facilitates Customer Service training sessions. Coordinates and presents Customer Service skills training. Assists department manager to plan, implement and maintain effective practices. Successfully complete the grievance process within the required timeframe.
Education:
· High school diploma or equivalent required.
· Associate Degree preferred.
Licensure/Certification/Registry:
· N/A
Experience:
· Minimum of 3 years’ experience in hospital, customer service or related field required.
· Supervisory, lead and/or training experience preferred.
Other Knowledge/Skills/Abilities:
· Excellent verbal skills required to be able to interact with patients and all levels of staff, including Physician, Leaders, Nursing staff and others.
· Excellent written skills required to be able to complete the required documentation and write well-crafted letters for each grievance.
· Aptitude to work with all patients, independently in changing environment, including high-pressure, sensitive situations.
· Shows compassion and listens to patient’s perspective while remaining calm and neutral.
· Ability to conduct self in manner consistent with the warm and caring image of Memorial Medical Center.
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description
Memorial Health is one of the leading healthcare organizations in Illinois—a responsibility we are proud to uphold. Founded in 1897 to meet the expanding needs of our communities, we have assembled an ever-growing team and vast resources.
Dedicated to unsurpassed excellence in care, education, and research, our community-based, not-for-profit corporation features a team of nearly 10,000 strong throughout eight state-of-the-art affiliates offering a broad array of vital services. Yet what matters equally is the size of our heart. Our ambitions. And our potential to do bigger and better things.
We’re achieving our goals by developing academic alliances with other respected institutions, including the BJC HealthCare Collaborative and the Southern Illinois University School of Medicine. By earning important credentials and accreditations. By making a real investment in employee development. And by building upon our reputation for excellence on the regional level, with the goal of realizing national prominence.
