Champion of customer service and part of the hospitals problem solving team. Interact with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.
Job Specific Duties
Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service.
Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.
Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the MCH policy & procedure.
Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
Maintains objectivity and keeps lines of communication open between patients, families and hospital staff.
Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues.
Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management.
Helps drive service excellence by acting as a customer service champion and reviewing their assigned unit’s customer service target goals, priority questions, and sharing best practices with the staff.
Meets regularly with the unit’s Director, participate in two service huddles and/or one department meeting a month in the unit and facilitate customer service support.
Review target goals, priority questions and share best practices with unit Director and staff.
Minimum Job Requirements
2-4 years Experience in dealing with patients and families in a hospital setting
Experience in dealing effectively with people in stressful situations
Fluency in speaking both English and Spanish languages required.
Knowledge, Skills, and Abilities
High school education or equivalent preferred.
Excellent customer service with experience and training.
Ability to communicate effectively in English and Spanish.
Associate degree in a related field or Bachelor's degree preferred.
Consistently displays a professional appearance & presents themselves as a role model to the MCH staff.
Demonstrates reflective listening and strong customer service skills.
Knowledge in use of computers and ability to learn appropriate software applications.
Knowledgeable of Patient Rights.
Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
Proficient writing skills.
Primary Location :
Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus
Nicklaus Children’s Health System, is the region’s only healthcare system exclusively for children. In addition to Nicklaus Children’s Hospital and a growing number of outpatient centers located throughout the tri-county area, the health system includes Nicklaus Children’s Hospital Foundation, the organization’s fundraising arm; Nicklaus Children's Pediatric Specialists, a nonprofit physician practice subsidiary; a management services organization, and an ambulatory surgery center. Our vision is to be where the children are. Ultimately, this means being there through all stages of health and life, both physically and emotionally. To be a trusted partner to children and their families, not only in times of illness, but throughout their life journey. Our mission is to inspire hope and promote lifelong health by providing the best care to every child.