Customer Service Representative AHN

Atrium Health Navicent; Macon (GA); On-site; USD 27,000 - 41,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Educational assistance

Retirement plan

Job summary

Atrium Health Navicent in Macon, GA is seeking a Customer Service/Guest Services role at 0.9 FTE to greet patients, direct them to services, and support families in the waiting area. The position is full-time, 36 hours per week, with shifts from 7a to 7p.

The role emphasizes patient-centered service, accuracy in listings, and professional communication. Requirements include a high school diploma or GED, with prior customer service experience preferred.

Qualifications

• High school diploma or GED required.
• Previous customer service experience preferred but not required.
• None.

Responsibilities

• Welcoming patients and families and orienting them to hospital services.
• Maintain patient listings and assist with information in the waiting area.
• Answer and route calls; provide information and assist staff with customer service.
• Ensure HIPAA privacy and protect patient information.
• Monitor waiting areas for safety and adherence to guidelines.

Skills

Customer service

Education

High School or GED Diploma

Job description

Department

11861 Navicent Health Medical Center - Visitor & Customer Relations

Status

Full time

Benefits Eligible

Yes

Hours Per Week

36

Schedule Details/Additional Information

0.9 FTE 7a-7p

Pay Range

$19.80 - $29.70

Major Responsibilities

• Assures that patients and families are welcomed and oriented to hospital services, processes, and guidelines. Greets families and visitors and provides directional information to appropriate hospital locations.
• Maintains patient listings and tracking log of families in the waiting area. Interfaces with patient representatives to ensure accuracy of patient status an listing. Investigates and directs problematic situations to patient representatives and/or appropriate hospital staff.
• Interacts with Hospital staff to ensure accuracy of patient location.
• Manages patient information appropriately to assure HIPAA regulations met.
• Answers and routes incoming calls on courtesy telephones to families and visitors as appropriate.
• Demonstrates Commitment to Co-workers for Health Care.
• Attends 50% staff meetings, reading and initialing minutes of all missed meetings.
• Attends relevant in-service education
• Monitors the waiting area to ensure customer safety and compliance with hospital guidelines.
• Ensures the neat appearance and cleanliness and security of the waiting area.
• Provides communication link between patients' families and/or visitors and the patient representative and/or nursing staff as appropriate. Explains options for advanced directives to patients and families; may obtain signatures on the appropriate forms as necessary.
• Provides feedback/education to clinical staff on customer service.
• Initiates service recovery program when necessary, assuring appropriate expenditure of these funds.
• Responsible for monitoring all entry access to patient care areas.
• Responsible for monitoring waiting areas and hallways.
• Responsible for monitoring and enforcing visitation times and restriction guidelines in the assigned departments.
• Maintains neat and orderly work station.
• Manages FBC/L&D visitation badge system appropriately when assigned to this area.
• Assists in monitoring for Infant Security when assigned to this area.
• Responds appropriately to Infant Security alarms when assigned to this area.
• Manages Infant car seat closet and maintains record when assigned to FBC.
• Works with Customer Service Coordinator to assess status of customer service program based on customer feedback and recommends changes to meet changing demands.

Licensure, Registration, And/or Certification Required

None.

Education Required

Must be a High School or GED Diploma Graduate.

Experience Required

Previous customer service experience preferred but not required.

Knowledge, Skills & Abilities Required

None.

Physical Requirements And Working Conditions

Must be able to use visual acuity to see monitor screen, computer and hard copy materials. Must be able to hear and verbally communicate in person and over the phone or radio. Must be able to sit for prolonged periods of time (up to 2 hours). Must be able to comprehend and learn operation of various office equipment. Must have functional range of motion of the cervical, thoracic and lumbar spines, upper and lower extremities with a grip strength of 50-60# specific to job evaluation. Must be able to forward reach, overhead reach, bend, squat, kneel and apply proper body mechanics during the transfers and transport supplies and/or equipment using proper body mechanics. Must be able to lift up to 10# specific to job evaluation.

Our CommitmenttoYou

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, andShort- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.)

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Ensures positive customer relations by responding to the needs of patients' families, visitors, and other guests. Enforces compliance with mandated guidelines to secure order and control, ensuring the safety of families and visitors. Serves as communication link between families and/or visitors, patient representatives, and the nursing staff. Ensures positive customer relations by responding to the needs of patients, patients' families, visitors, and other guests. Works with appropriate task forces, i.e. Department management and Hospital Police to ensure necessary measures are taken to promote patient security. Serves as communication link between families and/or visitors, patient representatives, and the nursing staff, in assisting with access to patient care areas. Enforces compliance with mandated guidelines to secure order and control, ensuring the safety of infants, patients, families, and visitors.