Customer Experience Specialist -- Teays Valley Administration -- Teays Valley Hospital

Charleston Area Medical Center

  • Hurricane, WV
  • Permanent
  • Full-time
  • 14 days ago
Job Description:Job SummaryProvides customer service support to the organization by anticipating and proactively promoting a positive and friendly experience to patients, families and visitors upon their entry to the hospital and at the time of departure by providing exemplary customer service, answering questions, providing information and directing people to the hospital location they need, thus helping create an atmosphere of warm welcome and delighted first impression and a fond farewell upon departure. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and high levels of customer satisfaction are maintained.Responsibilities
  • Greets and welcomes guests enthusiastically as they enter the hospital premises.
  • Provides way-finding and directional assistance for patients, family members or visitors seeking care, treatment or general information regarding CAMC services.
  • Maintains current general knowledge of organizational policies, procedures, providers, locations and services to provide accurate information in response to patient or visitor inquiries.
  • Assists patients and visitors who require mobility assistance by helping them get in and out of vehicles; obtaining wheelchairs or other assistive services as needed and ensuring that the appropriate assistive devices (wheelchairs) are readily available upon arrival.
  • Monitors the overall appearance of the hospital entrance and keeps the front driveway clear and unobstructed for patient and visitor drop-off and pick up.
  • Alerts Security, Environmental Services or Facilities Management for assistance when necessary to ensure a safe environment.
  • Provides exemplary guest service at all times and scans the area for potential service cues that could lead to a positive service experience for our patients, families and visitors.
  • Understands key customer requirements to anticipate patients, families and visitors’ needs, responds promptly and consistently meets or exceeds their expectations.
  • Resolves complaints by listening to patients and their families and applying our service recovery approach within the scope of authority or otherwise referring to the appropriate supervisor for further follow up and resolution.
  • Regularly provides feedback on patient and visitor encounters to identify key issues that impact the organization’s overall customer service delivery and make recommendations for improvement when appropriate.
  • Practice teamwork, create a positive work environment, greet fellow employees and offer assistance as needed.
  • Performs other related duties as assigned.
Knowledge, Skills & AbilitiesPatient Group Knowledge (Only applies to positions with direct patient contact)The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department’s identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.Competency StatementMust demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.Common Duties and Responsibilities
(Essential duties common to all positions)1. Maintain and document all applicable required education.
2. Demonstrate positive customer service and co-worker relations.
3. Comply with the company's attendance policy.
4. Participate in the continuous, quality improvement activities of the department and institution.
5. Perform work in a cost effective manner.
6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.
7. Perform work in alignment with the overall mission and strategic plan of the organization.
8. Follow organizational and departmental policies and procedures, as applicable.
9. Perform related duties as assigned.Education
  • High School Diploma or GED (Required) Experience: 1-2 years customer service or related experience
Credentials
  • No Certification, Competency or License Required
Work Schedule: DaysStatus: Full Time Regular 1.0Location: Teays Valley HospitalLocation of Job: US:WV:HurricaneTalent Acquisition Specialist: Madison S. McCloud madison.mccloud@vandaliahealth.org

Charleston Area Medical Center