JOB SUMMARY
The concierge staff will also be identified as the vision for U of L Health Care in all facilities. The Customer Service Representative provides a superb customer experience to our patients, families, physicians and staff. The Customer Experience Representatives are a vital part of creating this experience as they provide the first and last impression.
JOB RESPONSIBILITIES
- Greets customers (patients, families, faculty and practice staff) in a friendly and hospitable manner and responds quickly to inquiries.
- Projects a positive personal and professional image of the Customer Experience Representative and U of L Health Care at all times, under all circumstances.
- Complies with HIPAA privacy and security requirements to maintain patient confidentiality at all times.
- Provide accurate, up-to-date information regarding building entities and functions, including all practices in building.
- Provide accurate, up-to-date information regarding U of L Health Care entities, practice groups, physicians and clinics via written materials.
- Provide hospitality information to out-of-town visitors on car rental, restaurants, hotels, etc.
- Provide supervised location for patients to wait while family parks the car
- Provide a wheelchair for the patient if needed and act as a guide for him/her to the medical practice.
- Provide assistance to patients and guests with taxi contact for transportation
- Complete routine assignments and special projects as directed
- Contributes to the accomplishment of department objectives
- Attends and participates in department and appropriate meetings.
- Provides information to other practices and outside agencies as needed
- Actively participates in Customer Service Training program, Customer Focus Inc and demonstrates skills and tools learned (i.e., gives “G.E.M’s often).
- Answers telephone promptly and pleasantly. Adheres to proper telephone etiquette.
- Performs other duties as assigned.
- Complies with all department policies and procedures
- Complies with local, state and federal rules and regulations and the requirements of accrediting bodies.
MINIMUM EDUCATION & EXPERIENCE
- High School Diploma or equivalent
KNOWLEDGE, SKILLS, & ABILITIES
- Knowledge of hardware and operating software system
- Ability to analyze problems and select proper corrective action
- Excellent written and oral communication skills
- Ability to organize tasks and work independently
- Team Player and ability to multi-task
WORKING CONDITIONS
- Able to work at a standard computer workstation, remain seated for up to one hour and move around a normal office environment without assistance.
- Able to dial a standard touch tone telephone
- Able to move around the UofL Health Care Outpatient Center (8 floors) as needed without assistance to guide patients to the correct medical practice for their appointments.
JOB REQUIREMENTS
- Candidates upon hire will complete an electronic I-9 verification.
- Only those candidates whose experience best meets our requirements will be contacted.
- University of Louisville Physicians is an Equal Opportunity Employer.