Coordinator Customer Service - Home Health

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
Coordinator of Customer Service Representative position is responsible for oversight of the Customer Service Representatives to assure customer service levels are met or exceeded to achieve highest delivered customer satisfaction. Coordinates the areas of IT switchboard Operation, Main Lobby and Patient Tower Reception area.

Responsibilities:
1. Provides a high standard of service to all incoming calls and effectively meet and greet customers; Assists and welcomes customers with their need(s) including providing departmental numbers/extensions, directions (e.g. physician address) to customer's destination, arranging patient transport, escort customer as needed, etc. to ensure customer safety.
2. Responsible for providing accurate information as it relates to patient status and location utilizing a database, utilize overhead paging system (physicians or Rex co-workers) as requested, and other associated equipment to ensure customer is appropriately transferred to relevant department. Ensures all telephone, paging & directories are updated.
3. Answers routine questions regarding hospital and departmental policies and procedures either in person or via multi-line switchboard; Re-directs calls timely and accurately while showing / displaying empathy with customers from a wide diverse range of cultural backgrounds.
4. Assists in the training of new hires or Volunteers. Helps oversee Volunteers working in department. Assists in the training of new hires of Operators.
5. Receives and places long distance calls. Maintains the necessary information for billing purposes.
6. Receives request and/or monitors hospital emergency codes. Utilizes and follows appropriate procedures and maintains hospital security codes to overhead/page/beep when contacting the appropriate personnel ensuring all codes and emergencies are communicated clearly, concisely and in a timely fashion.
7. Performs clerical duties and ability to multi task as required.

Other information:
Education Requirements:
* Associate's degree (A. A.) or equivalent from two-year college or technical school.
Licensure/Certification Requirements:
Professional Experience Requirements:
* Six months to one year related experience and/or training; or equivalent combination of education and experience.
Knowledge/Skills/and Abilities Requirements:
* Language Skills: Must possess excellent verbal and written skills to communicate to employees, other department managers, and physicians. Must have good leadership and organizational skills. Requires the ability to efficiently, calmly, and tactfully deal with unusual telephone calls and related problems. Mathematical Skills: General mathematical skills required. Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Exercise good judgment and make decisions regarding the day-to-day operations of the department.

Legal Employer: NCHEALTH

Entity: Johnston Health

Organization Unit: Home Health -

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$18.12 - $25.51 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: US:NC:Smithfield

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.