Job Description

JOB SUMMARY:
The Customer Service Liaison (CSL) is a non-clinical member of the team responsible for performing various integral activities and assisting the Ambulatory Services leadership in meeting building, departmental, and organizational objectives. The CSL assists with the overall coordination, planning, development, and implementation of assigned projects and is responsible, in partnership, for promoting and maintaining a high-level customer experience for all patients and families who receive care within the Ambulatory Services building.

SKILLS AND KNOWLEDGE
Works well as part of a team to ensure the provision of high-quality patient care. Upholds and promotes a healthy work environment. Assists with coordination of patient satisfaction, improvement initiatives, and projects. Performs patient experience rounding for outcomes, staff coaching regarding Carle Experience expectations, and behaviors. Ensure the patient's experience is positive upon entering and exiting the building; setting clear expectations. Exceptional customer service recovery skills, Excellent communication skills: Verbal and non-verbal, compassionate, and empathetic response to patient and family concerns/feedback.

ESSENTIAL FUNCTIONS:

• Maintains current knowledge of relevant protocols and procedures regarding patient experience.
• Welcomes patients and family into the building.
• Assists patient with kiosk check-in and disinfectant of kiosk after use.
• Assists patient with building direction.
• General upkeep of lobby areas; such as stocking pamphlets and alerting staff of low supplies.
• Prioritizes and organizes own work based on collaboration with the leadership team.
• Effectively validates and coaches staff to meet customer service quality initiatives.
• Independently and in consultation with leadership, solves problems related to building operations and customer service events.
• Assists in the development of coordinating interventions and corrective action to meet the needs of patients and families.
• Exhibits empathy to patients and their families by focusing on the patient's experience, enabling a meaningful relationship that promotes honest patient feedback.
• Assists customers with mobility issues when entering or exiting their vehicle.
• Completes incident reports on injuries and assist with getting the appropriate clinical help for a patient that is injuried.
• Facilitates smooth flow of traffic at entrances and exits
• Directs patients and visitors to areas within the building.

• Kiosk management (assist patient with check-in).
• Refers patients to appropriate physician, appointments, or department; gives directions and information as needed.
• Observant for security risks and communicates such risks to the appropriate department.
• Routes suggestions and concern to proper individuals.
• Resolves customer service concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action. Reports situation and resolution to supervisor.
• Patient rounding (department lobby).
• Helps with department deliveries.
• All other duties as assigned.

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