PURPOSE OF POSITION: To provide support for all aspects of customer services related to the Emergency Dept. of a Medical Center related to the care of infants, children and adolescents.
Work collaboratively/cooperatively with others to achieve ESR department goals. Proactively adjust one's style and/or efforts to complement those of others. Develop positive working relationships with peers/colleagues. Share knowledge and/or provide support for team members. Contribute to and promote a positive and professional work environment/atmosphere. May serve as a liaison within the division or organization.
Effectively demonstrate communication skills related to conveying relevant information. Develop and maintain efficient internal communication processes to support the activities of the department/program. Openly communicate across many departments regarding clinical, patient care, physical and/or material resources. Keep key leadership, administrative staff and other stakeholders fully informed of projected and actual developments in a timely manner. Prioritize multiple requests for information. Assemble and distribute material for project communications if necessary.
Understand and comply with applicable policies, guidelines, regulations, and/or accreditation standards. Document compliance as necessary. Maintain compliance with CCHMC Core Standards and code of ethics. May be responsible for ensuring that work areas are organized and present a safe, accessible, effective, and/or efficient environment for employees, patients, and/or families.
Serve as the first line of contact and a resource. Act as a customer advocate and strive to better meet the needs of, and to support, patients and/or families. Utilize a customer focus to complete assignments and/or interact with customers, employees, applicants, and/or visitors in a courteous, attentive and conscientious manner. Respond quickly to parent, employees, applicants, and/or visitors' requests and concerns. Provide appropriate education/information to patients and/or families. Manage and resolve customer satisfaction issues taking initiative to manage conflict in a proactive fashion.
Understand and apply appropriate policies and procedures for work flow, testing, and/or methodology. Perform dedicated duties on a timely basis. Appropriately document work as necessary.
Skills & Competencies
Ability to perform clerical functions with accuracy and attention to detail
Good verbal, written and/or interpersonal communication skills
Identifying and understanding customer needs and expectations; accurately gauging how to satisfy these requirements
Ability to follow complex written and verbal instructions
Basic knowledge of medical terminology
Proficient with EPIC
Working knowledge of basic computer applications
Physical stamina sufficient to perform frequent bending, light or moderate lifting and extensive standing/walking
Ability to effectively manage multiple tasks simultaneously
Identifies problems and asks questions; escalates when appropriate
Ability to ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families; ability and motivation to attend required Cincinnati Children's safety training sessions and apply lessons learned
High School Graduate OR Equivalent
One year of customer service experience
Cincinnati Children's Hospital Medical Center