Two (2) Positions Available

Under the direct supervision of a Registered Nurse (RN), the Customer Service Representative delivers patient care utilizing the Relationship-Based Care model as a framework. The Customer Service Representative provides care and takes initiative to improve patient outcomes by supporting Shared Leadership, Evidence Based Practice and Magnet’s Five Models of Care in clinical practice. Through therapeutic relationships with patients, families, self and colleagues, the Customer Service Representative functions as an interdisciplinary team member who provides patient care and fulfills unit and organizational goals.

Reception

• Answers telephone; screens and routes incoming calls and messages to appropriate parties. Greets internal/external customers and assists these parties as needed.
• Schedule appointments, consults and other follow up care for patients.
• Schedule other business appointment as indicated.
• Screens and routes all mail to appropriate parties.
• Assist in the operation of equipment associated with computerized system.

Clerical

• Assembles and maintains new patient chart.
• Respects the confidential nature of hospital charts. Medical records and other patient related information.
• Arranges chart and history in correct order and replenishes chart forms as needed.
• Documents routine patient information as requested.
• Coordinates with nurse when checking pre-op charts for completion.
• Complies patient chart prior to surgery, diagnostic tests, transfer of discharge.
• Files reports in designated places in patient’s charts.
• Checks patient’s chart and clipboard daily for upkeep and accuracy.
• Assists in the operation of equipment associated with a computerized system.

• Codes and operates data entry devices to retrieve and/or deliver information and/or materials from one unit within the hospital to another.
• Utilizes a computer terminal to:
  • Input diagnostic procedures as orders.
  • Delete diagnostic procedures as ordered.
  • Place orders to central Services for patient/unit supplies.
  • Retrieve information as requested.
  • Input test preparations as directed.
  • Obtain printouts and file accordingly.
  • Utilize the information message service provided by the system to transmit messages to other units within the hospital.
• Maintains and updates master patient sheets and uses them as reference when assisting nursing staff.
• Maintains log books and unit census records.
• Assist in routine duties such as posting data to ledger sheets, completing forms and keeping simple information centers up-to-date.
• Organizes and maintains neatness of shelves that store reserve supplies.
• Makes periodic checks of medical, clerical and other equipment on the unit to ensure that they are in proper operating condition. Makes prompt report of necessary repair needs through proper channels.
• Copies forms and other documents as needed.
• Assists with keeping accurate and complete files.
• Maintains and controls cleanliness and organization of the working and supply areas.
• Responsible for learning policies and procedures of the department of Nursing and unit guidelines.
• Performs related duties as assigned.

Customer Service

• Responsible for all customer service functions on the Nursing Unit.
• Obtains daily report of patient activity for ANI or charge nurse at the beginning of shift.
• Answers call lights, and notifies nurse of patient needs.
• Provided comfort measures during patient rounds (extra blankets, linen, pillows, etc.).

Professional/Leadership

• Exemplifies a professional image in appearance, manner and presentation.
• Controls admission of visitors, receiving and directing them as they enter the unit.
• Assists with patient admission, transfer, and discharge. Completes and routes required forms as well as communicates necessary information to the patient about to be admitted, transfer, and discharges.
• Assists with orientation of new customer service representatives and other personnel to unit procedures.

Leadership/Organizational

• Adheres to UI Health’s Code of Conduct.
• Utilizes established communication channels to resolve work related problems.
• Provided efficient, cost effective functions by integrating fiscal responsibility in job duties and responsibilities.
• Works cooperatively with co-worker and unit managers.
• Follows the establishment line of authority via proper channels of communications. Informs the charge nurse of potential/actual situations, which impact patient care delivery.
• Complies with confidentiality and privacy requirements in the care of patients and their records.
• Adheres to policies and procedure of hospital, unit, and infection control standards.
• Participates in continuous improvement activities, staff meetings, committees, and projects.
• Maintains professional manner through interactions with patients’ families and peers.

Education/Research

• Serves as preceptor and/or resource to other nursing and support staff.
• Accesses UI Health intranet/Outlook for relevant communication and to review and interpret changes in policy, procedure and other information pertinent to practice
• Supports nursing and multidisciplinary research efforts conducted on the unit and UI Health.
• Takes responsibility for continued professional growth/development by identification of learning needs and initiates strategies to meet such needs.

High school graduation or equivalent

Any combination totaling three (3) years (36 months) from the following categories:

(a) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

or

(b) college coursework which included courses in business administration, communications, public relations or similar area of study as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals 1 year (12 months)
• 60 semester hours equals 2 years (24 months)
• 90 semester hours equals 3 years (36 months)
• 20 semester hours equals 4 years (48 months)

One year customer service experience in healthcare setting.