Customer Communications Representative

Customer Communications Representative
Job Title: Customer Communications Representative
DEPARTMENT/GROUP: Customer Communications Department
REPORTS TO: DEPARTMENT SUPERVISOR

ORGANIZATIONAL EXPECTATIONS
A.    Meets customer service expectations and EPFMC activities.
1.    Promotes a service culture – EPFMC Customer Service Standards.
2.    Demonstrates the customer satisfaction standards set for the institution.
3.    Actively participates in ways to prevent customer complaints and dissatisfaction with services.
4.    Focuses attention and actions on what is best for the patient or customer.
5.    Attempts to identify all customer needs and tries to meet and/or exceed expectations.
6.    Interacts with all customers in a caring manner.
7.    Contact with others is polite and proactive.
8.    Promotes a positive teamwork environment.
9.    Creates closure after interactions.
10.    Communicates effectively in a positive, respectful and concise manner.

B.    Demonstrates Core Values and supports Mission, Vision and Values and Code of Conduct.
1.    Can articulate and demonstrates support for organizational goals, the Mission and Vision of the Institution and the core values.
2.    Assures patient/family rights are respected and fulfills the Medical Center’s Patient Safety Philosophy.
3.    Maintains confidentiality of patient information and Medical Center business matters.
4.    Complies with all established policies and procedures.
C.    Safeguards self/others and physical plant and equipment.
1.    Demonstrates and understands personal and department role in the security, health, life and safety plans.
2.    Demonstrates and understands role in the hazardous materials plan and can access information on MSDSs.
3.    Demonstrates and understands the role in the hospital emergency and disaster plan.
4.    Follows procedures for reporting faulty equipment or service problems.
D.    Performance Improvement
1.    Participates in performance improvement activities.





POSITION SUMMARY
This position requires the staff to perform all job activities in both patient appointment scheduling and telephone operation.  Responsible for handling all outside telephone calls to the Center and processing them accordingly.  Assists patients needing appointments and provides them with accurate information regarding their appointments.  Observes customer service standards in dealing with people both in person and on the telephone.  Provides accurate direction and instructions to customers when they enter the Center.

JOB DESCRIPTION
A.    Consistently applies infection control policies/practices. 
1.    Understands and practices standard precautions for self and others in patient care activities.
2.    Understands and practices appropriate disease-specific isolation.
3.    Appropriately handles and disposes of sharps (i.e., needles, etc.) as required.
4.    Ensures sterility of supplies and equipment.
B.    Meets population/age specific competencies per unit specific addendum (clinic areas only).
C.    Attends department specific education/training, in-services, and staff meetings.
1.    Attends mandatory in-services/educational/training activities.
2.    Submits all required paperwork on time.
3.    Verifies, by signature/initials, attendance at staff meetings or reading of staff meeting minutes.
D.    Department specific performance improvement project.
1.    Actively assists in unit performance improvement monitoring.
2.    Demonstrates understanding of performance improvement principles in job performance


ESSENTIAL JOB FUNCTIONS

A.    Consistently applies infection control policies/practices. 
1.    Understands and practices standard precautions for self and others in patient care activities.
2.    Understands and practices appropriate disease-specific isolation.
3.    Appropriately handles and disposes of sharps (i.e., needles, etc.) as required.
4.    Ensures sterility of supplies and equipment.   
              B. Meets population/age specific competencies per unit specific addendum (clinic area only)
              C. Attends department specific education/training, in services, and staff meetings.

1.    Attends mandatory in services/education/training activities
2.    Submits all required paperwork on time
3.    Verifies, by signature/initials, attendance at staff meetings or reading of staff meeting minutes.
              D. Department specific performance improvement project.
                      1.     Actively assisted in unit performance improvement monitoring.
                      2.     Demonstrates understanding of performance improvement principles in job performance


DEPARTMENT SPECIFIC DUTIES

1.    Answers all incoming calls in a timely manner and direct calls to appropriate departments or staff.
2.    Answers questions regarding clinic services and appointment-related information; directs questions to appropriate staff or department.
3.    Schedule appointments for all patients including walk-ins , for patients on their way out after a clinic visit, and by phone.
4.    Confirms appointments for the coming day(s) by calling patients or by sending notices in the mail.
5.    Cancels appointments as needed as directed by his/her supervisor or the Chief Operating officer.
6.    Remind patients by phone and mails of their appointments and send out registration forms to new patients prior to their appointment date.
7.    Handle patient’s charts with respect and confidentially according to HIPAA guidelines    
and regulations.
8.    Greets and directs patients and visitors coming in to the Center; answer their questions appropriately.
9.    Provides input to his/her supervisor on areas or issues that could improve his/her department.
10.    Maintain professional work ethnic at all times.
11.    Move constantly to different working areas.
12.    Attend all monthly meetings.
13.    Notifies his/her supervisor or the Chief Operating Officer when waiting time for routine appointment is more than two (2) weeks.
14.    Handles miscellaneous assignments as directed by his/her supervisor.
15.    Supports the Center’s mission of quality care and patient satisfaction.

CUSTOMER SERVICE
1.    Must complete or show certificate of attendance on:
•    Customer Service Training
•    Cultural Sensitivity
2.    Must learn about all the services and programs at the Center so he/she can provide accurate information to customers.
3.    Greets and directs patients and visitors coming in to the Center; answers their questions appropriately.
4.    Maintains a professional, friendly and courteous attitude in the performance of his/her duties.  Follows telephone standards in dealing with customers over the phone.
5.    Handles patient information with utmost respect and confidentiality.
6.    Provides input and participates in Customer Service activities of the Center.
7.    Utilizes and follows the Center’s established customer service standards in conducting his/her duties.
8.    Ensures that his/her co-workers follow customer service standards in conducting their duties.
9.    Participates in cross-selling and marketing all Center programs and services to the customers.
10.    Works collaboratively and professionally with staff from other departments.

QUALIFICATIONS

1.    Must possess a high school diploma or equivalency.
2.    Knowledge of basic medical terminology.
3.    Ability to read, write, and speak English and Spanish.
4.    Experience with multi-button telephone, computer and other simple business equipment; must learn the Center’s computer and telephone system within three month of hire.
5.    Must learn procedures in appointment and telephone operator within three month of cross-training.
6.    Must demonstrate excellent telephone and customer service relation skills.
7.    Must be able to work evenings and Saturdays.