Reporting directly to the Patient Care Director of the Labor & Delivery Department, the Customer Service Representative will perform Intermediate level customer service functions under general supervision within their unit. This includes greeting patients, answering/routing telephone calls, ordering supplies and other administrative/customer service duties.

Greets patients and staff, assists them as needed across the OB units, OBED, Antepartum, Mother Baby and Labor and Delivery. Answers telephone, screens and routes them to appropriate parties (using telephone paging system if necessary. Takes messages for unit personnel and routes to appropriate parties
Promotes the appropriate use of unit telephones including IP Phones.

• Respect the confidentiality of hospital medical records and other patient related information
• Conducts assessment of customer service needs and makes arrangements to ensure needs are met
• Distributes information related to departmental activities, policies and other material to affected areas/departments
• Provides customer service orientation/training to staff as requested
• Operates tubing system to retrieve and/or deliver information and or materials from one Unit within the Hospital to another
• Types letters, memos, and other correspondence as required
• Order and distributes supplies
• Participates on departmental and/or interdepartmental performance improvement teams
• Schedules appointments, consults and other follow up care for patients
• 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 need through proper channels
• Assists with the admission, transfer and discharge of the patients. Completes and routes required forms as well as communicates necessary information to the patient about to be admitted, transferred or discharged
• Communicates daily shift activities between customer service representatives and charge nurse
• Responsible for knowing the manual procedures to be taken in the event of computer system breakdown

Minimum Education and Work Experience:
1. High school graduation or equivalent
2. 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)
• 120 semester hours equals 4 years (48 months)