Howard University Hospital | Washington, DC

    Customer Information Specialist

    Job Title
    Customer Information Specialist
    Job ID
    27428322
    Location
    Washington,  DC 20060
    Other Location
    Description

    POSITION SUMMARY:

    The Customer Information Specialist will apply understanding and knowledge of the Hospital’s policies and procedures in providing exceptional customer service by phone.

    REPORTING SUMMARY:

    This position will not have any direct reports.

    NATURE AND SCOPE:

    Interacts internally and externally with patients, families, guests, vendors, local and federal agencies.

    PRINCIPAL ACCOUNTABILITIES:

    • Provides exceptional customer service over the phone according to the Hospital’s policies and procedures.
    • Operates computer and telephone to access patient and employee information and page Hospital staff.
    • Responds to guests, patients and staff inquiries promptly and professionally by telephone.
    • Resolves all inquiries by taking ownership of the requests from guests, patients and staff.
    • Properly responds and processes all emergency codes via hospital paging and phone systems.
    • Responds to and reports any telecommunication equipment failures to administration or on-call management in the event of a phone system issue.
    • Assists with the paging software SPOK by updating the database as needed, updating phone numbers, employee and physicians’ profiles.
    • Assists with current directory information for Hospital staff.
    • Assists with daily On-Call schedule to ensure the proper on-call information is transferred to the next shift.
    • Updates the patient information list on a daily basis to ensure Operators are providing the most up-to-date information to our guests.
    • Swaps and programs pagers for residents and physicians within a 2 hour turnaround timeframe.
    • Troubleshoots pagers for any technical problems, display or volume issues.
    • Utilizes Track-It system to enter in all pager transactions including: new, repairs, broken, lost, code pagers, group, stolen, upgrades and closing ticket.
    • Reports all safety, security and suspicious persons and law violations to Security staff.
    • Reports any non-routine situation or problem, which warrants immediate consideration or action to supervisor.
    • Prepares and submits (EMAIL) reports of incidents during shift to supervisor.
    • Makes appropriate referrals when unable to satisfactorily resolve problems or answer inquiries.
    • Assumes other duties and responsibilities that are related and appropriate to the position and area.  The above responsibilities are a general description of the level and nature of the work assigned to this classification and are not to be considered as all-inclusive.

    ORGANIZATIONAL EXPECTATIONS: 

    • Promotes adherence to the Health Sciences Compliance Program, the Howard University Code of Ethics and the Health Sciences Standards of Conduct.
    • Attends annual and periodic mandatory Compliance Program training including the Health Insurance Portability and Accountability Act (HIPAA) Privacy training.
    • Participates in activities that promote adherence to federal healthcare program requirements.
    • Actively participates in Health Sciences Compliance Program activities.
    • Adheres to the requirements of the HIPAA Privacy Policies and Procedures.
    • Maintains confidentiality of patients, families, and staff.

    CARES CRITERIA:

    • Must demonstrate collaboration; accountability; respect; excellence; and service.
    • Works with team members and peers in and outside of their immediate work group to create an exceptional experience for patients, students and other visitors; looks for ways to achieve departmental/institutional results by partnering.
    • Accepts responsibility for his/her actions to provide health care and or ancillary functions in a highly efficient and compassionate manner.  The employee must function as a Steward (Have Ownership) of the Howard values that foster a commitment to improving the patient and student experience, organizational efficiency and the environment.
    • Embraces diversity; cares holistically for those we serve; treats all as we would like to be treated; manages the patient’s right to privacy with meticulous care 100% of the time and keeps patient and proprietary information about the institution confidential.
    • Anticipates the patient’s and student’s needs, presents as a model representative of the institution and maintains high standards of care while striving to improve performance and create exceptional experiences for our customers.
    • Behaves in a friendly, resourceful and professional manner towards all they encounter; treats patients, students and visitors in the same way that they would want their family members or themselves to be treated.

    CORE COMPETENCIES:

    • Knowledge of HUH policies and procedures
    • Ability to operate a personal computer and telephone switch board
    • Ability to find information on HUH’s intranet and internet.
    • Ability to maintain strict confidentiality and privacy of patient information.
    • Demonstrates exceptional customer service skills and flexibility
    • Ability to handle high stress situations in a calm manner and de-escalate
    • Ability to work independently and as a member of a team
    • Demonstrates high energy and strong work ethic
    • Ability to maintain a professional and pleasant manner at all times.
    • Ability to demonstrate proper customer service, organizational and problem solving skills.
    • Ability to effectively operate HUH Telecommunications systems.
    • Ability to maintain professional appearance at all times.
    • Competence in both oral and written English.
    • Ability to establish and maintain effective and harmonious work relationships with staff, physicians, Hospital and University officials, and the general public.

    MINIMUM REQUIREMENTS:

    • High School Diploma or General Equivalency Diploma (G.E.D) required
    • Minimum one (1) year experience as a customer service representative and/or, patient information clerk or receptionist preferably in a healthcare or customer-focused environment

    PHYSICAL DEMANDS:

    Must be able to stand, walk, sit, lift (10lbs), bend, write, type, file, speak, hear, see, calculate, compare, edit, evaluate, interpret and organize for extended periods of time.

    Required Skills

    • High School Diploma or General Equivalency Diploma (G.E.D) required
    • Minimum one (1) year experience as a customer service representative and/or, patient information clerk or receptionist preferably in a healthcare or customer-focused environment

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