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Customer Service Consultant

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UC Health

21d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Healthcare
  • Cincinnati

AI generated summary

  • You need an associate's degree, three years of experience in healthcare customer service, and conflict resolution. A bachelor's degree and Ohio Notary Public certification are preferred.
  • You will improve patient experiences, address concerns, educate staff, advocate for quality care, mediate family meetings, resolve complaints, document cases, and track trends in service delivery.

Requirements

  • Minimum Required: Associates degree.
  • Minimum Required: Three years experience in complaint management, conflict resolution and customer service in a healthcare environment.
  • Preferred: Bachelor degree.
  • Preferred: Notary Public for the State of Ohio.

Responsibilities

  • Proactive consultation to managers and staff with the goal of improving patient and family experiences.
  • Competent to discuss the state of patient experience, complaint volumes with all levels of management.
  • Serves as an expert in patient satisfaction; able offer recommendations to increase patient satisfaction.
  • Educating staff on queues to help identify potential issues that may result in a complaint or grievance, customer service best practices and service recovery methods.
  • Attend and participate in unit/department staff meetings as requested.
  • Communicate information about the hospital's policies and procedures, informing patients, families, and visitors of hospital services available to them, i.e. parking, helping to arrange overnight stays, etc.
  • Listen empathetically to patient concerns and communicate special needs of patient /family/visitor with staff and administration when appropriate.
  • Advocate for quality care, treatment, respect and rights of all patients.
  • Mediation in family meetings with treatment team and families.
  • Maintain notary license if requested at the UC site you work at and provide notary services for patients, families and staff as requested.
  • Make suggestions and recommendations to improve customer service processes throughout the system.
  • Provide equipment for hearing impaired, i.e. TTY volume control phones, light signalers, call lights, tele sitters, etc.
  • Provide service recovery as appropriate based on sub-par service received.
  • Work in partnership with the unit/department leaders and staff to address issues or complaints through early intervention and problem resolution.
  • Assess situations of risk and refer issues of malpractice, personal injury, wrongful death, abuse, and missing personal property to Risk Management.
  • Evaluate situations requiring substitute consent, when patients have no next of kin and are physically and/or mentally unable to give informed consent and refer staff to call Ethics consult team.
  • Refer immediate patient and family concerns and/or compliments to appropriate department leaders in a timely manner.
  • Proficiency uses emotional intelligence to manage both your own emotions and understand the emotions of patients, family and staff around you.
  • Situational awareness to perceive, understand and effectively respond to one’s situation.
  • Critical thinking and problem-solving skills to aid in complaint resolution and education.
  • Make referrals to appropriate departments/services for patient assistance when appropriate.
  • Follow-up with those patients who have identified a concern during their hospital visit.
  • Provide professional etiquette and empathetic service on both phone and in person meetings.
  • Professional de-escalation techniques both on the phone and in person with upset patients and family.
  • Active listening to build rapport and improve mutual understanding.
  • Use of appropriate questioning based on each situation to gain understanding about the concerns.
  • Written documentation will be timely, accurate, professional, complete and grammatically correct.
  • Case documentation will communicate to anyone reading the case the details of what, who, why, how as well as the outcome of the investigation into the case.
  • Follow up with patient or family will be documented in the case documentation.
  • Track problem areas and identify trends happening in specific departments/units.
  • Identify system problems; make recommendations; and assist in resolutions and opportunities for improvement in service delivery.
  • Participate in the development of policies and procedures related to patient rights and satisfaction.
  • Provide timely, accurate and complete documentation regarding the investigation process, i.e. subjective data; objective data; assessment; and resolution as well as documented follow up to the complainant.
  • Attend departmental staff meetings and mandatory in-service training sessions.

FAQs

What is the job title for this position?

The job title for this position is Customer Service Consultant.

What type of employment is being offered?

This is a full-time position.

What are the primary responsibilities of a Customer Service Consultant?

The primary responsibilities include enhancing customer satisfaction for patients, visitors, and staff, resolving problems and complaints, and advocating for quality care and patient rights.

What qualifications are required for this position?

The minimum required qualifications are an Associate's degree and three years of experience in complaint management, conflict resolution, and customer service in a healthcare environment.

Is a Bachelor's degree preferred for this position?

Yes, a Bachelor's degree is preferred.

Is being a Notary Public a requirement for this role?

It is preferred to be a Notary Public for the State of Ohio.

Where is the job located?

The job is located at UC Medical Center in Cincinnati, OH, United States.

What kind of training will the Customer Service Consultant receive?

The Customer Service Consultant will participate in mandatory in-service training sessions and attend departmental staff meetings.

Will the Customer Service Consultant be involved in complaint investigation?

Yes, the Consultant will work in partnership with unit/department leaders and staff to address issues or complaints and will assess situations of risk.

How does the position contribute to quality assurance?

The position involves identifying system problems, making recommendations for improvements, and providing documentation regarding the investigation process related to patient satisfaction.

What skills are desirable for a Customer Service Consultant?

Desirable skills include emotional intelligence, critical thinking, problem-solving, active listening, and de-escalation techniques.

What type of communication is expected in this role?

Professional etiquette and empathetic service are expected in both phone and in-person communications. Written documentation must also be timely and grammatically correct.

Will the Customer Service Consultant be advocating for patients?

Yes, the Consultant will advocate for quality care, treatment, and respect for the rights of all patients.

What is the main goal of the Customer Service Consultant at UC Health?

The main goal is to enhance overall customer satisfaction for patients, visitors, and staff through excellent service and quality care.

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UC Health

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Mission & Purpose

UC Health brings together the region’s top clinicians and researchers to provide world-class care to the Cincinnati community and beyond. From our centrally located UC Medical Center to our state-of-the-art West Chester Hospital, UC Health delivers the absolute best in treatment and care. Continually recognized for excellence and backed by the academic strength of the University of Cincinnati, one of the nation’s top 25 public research universities, UC Health is revolutionizing how discovery-driven care is delivered. It’s all part of UC Health’s mission to provide the highest quality and most compassionate healthcare through leading- edge clinical services, teaching, innovation and research across medical specialties. UC Health is an equal opportunity M/F/Disabled/Veterans employer committed to a diverse and inclusive work environment.