The incumbent reports to the Director of Patient Care Services, who reports to the Associate Chief Nursing OFficer, who reports to Chief Nursing Officer. Under general supervision, performs routine customer service functions, including registration and information services, patient payments, assistance with performance improvement activities, assist facilitating patient beds and the transfer center in the bed control department.

a.Collects and processes registration information for new and returning customers.

b.Verifies and documents insurance information.

c.Communicates necessary information to site of service.

d.Responds to routine inquiries related to scope of services available, policies and procedures.

e.Consults with related departments in order to coordinate efficient and expedient access to services.

f.Manages initial call intake for department; routes calls and messages appropriately and efficiently.

g.Distributes information related to departmental activities, policies and other material to affected areas/departments.

h.Receives and processes patient payments for medical and other services.

i.Verifying all ECARE AMP alerts are resolved 100% before leaving at the end of each shift.

j.Provides customer service orientation/training to staff as requested.

k.Receives, documents, and routes more complex complaints received at the departmental level.

l.Conducts primary research of complaints received.

m.Educates other staff on complaint management processes and protocols.

n.Inputs data using automated and manual systems.

o.Reviews and evaluates primary performance data.

p.Assists with staff education in the area of performance improvement.

q.Participates on departmental and/or interdepartmental performance improvement teams.

r.Conducts Environment of Safety Rounds to assess for safe physical unit operations for patients, families and staff. Enters and follows up on work orders for repairs or equipment moves.

s.Performs other related duties as assigned.

High school graduate or equivalent. Eighteen months of responsible experience in customer services, public relations, or other related experience requiring public contact, or, credit for 60 semester hours of college training, 24 hours of which were in business administration, communications, public relations, or other fields involving public / social relations (or an Associate’s degree in such fields); or, any combination of the above computed on a proportional basis.