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.