Customer Service Liaison

Overview

The Customer Service Liaison (CSL) is a non-clinical member of the team responsible for performing various integral activities and assisting the Ambulatory Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with the overall coordination, planning, development, and implementation of assigned projects and is responsible, in partnership, for promoting and maintaining a high-level customer experience for all patients and families who receive care within the Ambulatory Services building.

Qualifications

Certifications : , Education : , Work Experience :

Responsibilities

Maintains current knowledge of relevant protocols and procedures regarding patient experience.

Welcomes patients and family into the building.

Assists patient with kiosk check-in and disinfectant of kiosk after use.

Assists patient with building direction.

General upkeep of lobby areas; such as stocking pamphlets and alerting staff of low supplies.

Prioritizes and organizes own work based on collaboration with the leadership team.

Effectively validates and coaches staff to meet customer service quality initiatives.

Independently and in consultation with leadership, solves problems related to building operations and customer service events.

Assists in the development of coordinating interventions and corrective action to meet the needs of patients and families.

Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback.

Kiosk management (assist patient with check-in). Refers patients to appropriate physician, appointments, or department; gives directions and information as needed. Observant for security risks and communicates such risks to the appropriate department. Routes suggestions and concern to proper individuals. Resolves customer service concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor. Patient rounding (department lobby).

About Us

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information : human.resources@carle.com.

Compensation and Benefits

The compensation range for this position is $17.05per hour - $27.62per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, location, training, licenses, shifts worked and compensation model.

Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org / benefits.