Customer Service Agent Us Hours- Cpt- Medical Experience

This position is responsible for maintaining visual observation and verbally redirecting patients over a digital 2-way audio/visual device that is in the patient room. Responsibilities include verbally redirecting the patient from engaging in at-risk behaviors and summoning the nursing staff if the patient requires assistance.

Responsibilities:

• Demonstrates understanding and proficiency of the use of various applications.
• Ensures excellent customer service to patients including excellent communication, treating them in a caring manner, being timely regarding treatment, and being professional in their care.
• Maintains visual observation of patients at all times.
• Verbally redirects patients over the digital 2-way audio/visual device that is in the patient room.
• Immediately requests the nursing staff if the patient requires assistance.
• Demonstrates the knowledge and skill necessary to provide the appropriate care to the patient population based on the patient’s individualized treatment plan as delegated by the RN.
• Participates in hand-off of pertinent information/behavior about assigned patients upon completion of shift assignment.
• Provides patients with explanations as necessary but does not counsel or provide medical opinions.
• Demonstrates behaviors in line with Service Excellence: delivering outstanding and personalized service, anticipating the needs of customers, and addressing their concerns promptly and effectively.
• Seeks help or advice as soon as possible when a patient appears to pose a threat to themselves or others.
• Maintains patient integrity and follows organization guidelines on Protected Health Information (PHI).
• Participates in collaborative identification and reporting of patient safety issues.
• Demonstrates safe work practices and attitudes, follows safety rules, works to prevent unsafe conditions and behaviors, and participates in organizational and department safety programs.
• Communicates pertinent patient information to appropriate person(s). Accurately relays information regarding patient needs to the patient care team in a timely manner.
• Follows up with the nurse throughout the shift regarding the status of all delegated tasks.
• Documents appropriately and timely in the system. All documentation is complete and accurate.
• Maintains an environment of safety for patients, self, and others and supports patient safety initiatives as demonstrated by following positive patient identification procedures and performing hand hygiene per policy.

Knowledge / Skills / and Abilities Requirements:

• Capable of continuous monitoring of up to 16 patients on one screen at one time and remaining alert at all times while on duty.
• Possession of critical thinking abilities, coupled with strong customer service skills and a customer-centric disposition.
• Ability to communicate effectively with patients using a microphone and headset in a professional manner.
• Ability to communicate with hospital staff and respond quickly to patient behavioral changes.
• Ability to use discretion and courtesy when working with patients, visitors, and staff.
• Basic computer operation skills.
• Basic Microsoft Windows experience.
• Efficiency in multitasking.
• Ability to prioritize simultaneous situations requiring interventions.