Surgical Services Rep

capitalhealth

Pennington (NJ)

On-site

USD 23,000 - 28,000

Full time

4 days ago

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Benefits offered by this job

Medical Plan

Prescription drug coverage

Dental Plan

Vision Plan

Flexible Spending Account (FSA)

Retirement Savings Plan

Life Insurance (basic)

Short Term Disability (STD)

Employee Assistance Program

Job summary

Capital Health is seeking a Patient Services Associate to support families of surgical patients during the perioperative period. You will act as a liaison between family, patient, and staff, updating on status and addressing inquiries with empathy.

The role requires a High School diploma, and at least six months of customer service experience, with strong communication and organizational skills. Expect 20 hours per week with a flexible approach to patient care needs.

Qualifications

Education: High School diploma or equivalent.
Experience: Six months demonstrated customer service experience.
Knowledge and Skills: Effective communication, listening, diplomacy, customer service, English, organizational skills, independent work, problem-solving.

Responsibilities

Addresses inquiries in a friendly and responsive manner, treating all patients and families with courtesy and respect.
Anticipates needs of patients and visitors; keeps families informed about surgery status and delays.
Communicates with staff and physicians while protecting confidentiality and HIPAA; facilitates private family room updates.
Makes rounds to ensure patient stay meets expectations.
Applies service recovery skills when issues arise and escalates when needed to management.
Directs visitors using maps and department locations.
Maintains a quiet waiting room and a neat waiting area for a positive impression.
Performs other duties to enhance operations as directed by manager.

Skills

Communication skills

Listening skills

Diplomacy

Customer service

English proficiency

Organization

Problem solving

Education

High School diploma or equivalent

Tools

Keyboard usage

Job description

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range: $16.50 - $20.24

Scheduled Weekly Hours: 20

Position Overview

SUMMARY (Basic Purpose of the Job):

Serves as a personal contact who provides support and helps to alleviate stress for families of surgical patients during the perioperative period, acting as a link in the communication network between family, patient and staff. Interacts with waiting families to make sure their needs are met and they are kept updated as to the status of the surgical patient.

MINIMUM REQUIREMENTS:

Education : High School diploma or equivalent.

Experience : Six months demonstrated customer service experience.

Knowledge and Skills: Effective communication skills, including strong listening ability; diplomatic skills; exceptional customer service skills. Able to communicate clearly in English. Possesses organizational skills and ability to prioritize work, acts independently. Utilizes problem-solving skills.

Special Training: Knowledge of basic navigation of computer keyboard.

ESSENTIAL FUNCTIONS:

Addresses all inquiries and requests in a friendly and responsive manner. Treats all patients, visitors/family members, and staff with courtesy and respect.
Anticipates the needs of patients, guests, and visitors and takes proactive measures to ensure their satisfaction. Helps allay anxiety by keeping visitors informed of the status of the patient's surgery, including delays, current location, and other updates, by making interdepartmental rounds.
Interacts with all staff and physicians in a courteous and professional manner. Solicits only that information which is appropriate for sharing with visitors, remaining cognizant of confidentiality and HIPAA protocols. Shares information while maintaining patient privacy, and facilitates the use of the private family room for physicians to update visitors and families.
Makes rounds on patients, making sure their stay is to their saatisfaction.
Utilizes service recovery skills as appropriate in problem-solving situations. Knows when it is appropriate to "bump up" issue to management.
Directs visitors using facility maps or other aids to appropriate locations utilizing knowledge of department locations.
Facilitates maintaining a minimum noise level in the waiting room.
Maintains a customer service friendly work environment. Keeps waiting area neat and orderly for a positive impression as demonstrated by knowledgable of environment restrictions in all departments within Perioperative Services.
Performs other duties to enhance operations and promote customer service as needed and directed by manager.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Frequent physical demands include: Walking
Occasional physical demands include: Sitting , Standing , Climbing (e.g., stairs or ladders) , Push/Pull , Twisting , Reaching forward , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion
Continuous physical demands include: Talk or Hear
Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs
Sensory Requirements include: Very Accurate 20/40, Near Vision, Accurate Far Vision, Minimal Depth Perception, Accurate Hearing
Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens

This position is eligible for the following benefits: