ASHHRA Career Center

3 years of working experience dealing with patients and families in a customer service healthcare environment.

• Responds to emails and telephone messages in a helpful, proactive, and timely manner, and documents concerns/complaints addressed on daily logs within 24 hours of receipt.
• Enters customers' demographics and next steps in the Client Relations Management System for each customer complaint phone call.
• Communicates information regarding Miami Children's Health System services, and presents and/or interprets policy and procedures information to customers.
• Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, and/or compliments in accordance with MCHS policy and procedure guidelines.
• 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.
• Makes daily rounds of assigned patient units/waiting areas; visits and greets every patient room in unit; meets with all new admissions; maintains objectivity, and keeps lines of communication open.
• Maintains visibility to staff; works cooperatively with staff in a supportive way exemplifying "CREATE" behaviors in order to troubleshoot and quickly resolve issues
• Notifies hospital staff, directors, and administration of problems or complaints as needed, and reports unusual events regarding patient care issues on a timely basis to Risk Management.
• Meets regularly with the units' directors, participates in one department meeting a month in the unit, and facilitates customer service support.
• Acts as a service excellence champion, reviews assigned units' customer service target goals and priority questions, and shares best practices with staff and unit director.
• Prepares packages, puts together agenda, and takes minutes at Grievance Task Force meeting.
• Collects data, and prepares weekly, monthly, and quarterly complaints/grievances reports for the organization.
• Participates in the planning, and prepares quarterly patient satisfaction celebrations and annual employee service recognition awards.

• Associate degree in a related field preferred.
• Intermediate proficiency in Microsoft Word, Excel, and Outlook.
• Working experience in thinking and reacting quickly, calmly and in a pleasant manner when dealing with people in stressful situations.
• Able to communicate effectively in English both verbally and in writing in a clear, concise, and empathetic way.
• Able to communicate effectively in Spanish and/or other languages both verbally and in writing in a clear, concise, and empathetic way.
• Able to listen carefully, request feedback from customers, and confirm understanding is accurate.
• Displays a professional appearance, and presents themselves as a role model to the Miami Children's Health System staff.
• Knowledge of Patient Rights and Responsibilities Chapter, and other applicable laws.
• Possesses awareness of hospital systems and procedures, location of all departments, treatment areas, and other patient services.
• Possess awareness and sensitivity of cultural diversity.
• Able to relate cooperatively and constructively with customers and co-workers.
• Able to learn work related software application(s), and effectively use them.
• Able to maintain confidentiality of sensitive information.
• Able to follow complex written and/or verbal instructions to solve problems.
• Able to establish necessary professional relationships, and interact effectively with internal and external customers.