Penn State Health St. Joseph Regional Health Network
Work Type: Full Time
The Customer Service Representative’s actions support creating a positive experience each and every time a patient or customer seeking out services from Cardiology, EEG, Pulmonary, and Vascular services. This role acts as a singular point of contact between those seeking services and those providing the services being sought. The role coordinates the experience.
The representative is a tangible and reliable resource to coordinate between St. Joseph Non – Invasive Cardiovascular, EEG, and Respiratory Services and its existing and future customers. The role’s sole purpose is to provide and organize customer service in an effort to secure a good experience. This representative also takes actions to maintain existing business customer experiences, and act in part to promote any/all new services.
This role’s unique position allows it to be very close and intimate with daily workflows and to have scheduling knowledge of operational opportunities. The role is positioned strategically to monitor all aspects of customer experience and employee satisfaction.
There is an expectation that the role will provide feedback to the Director, Supervisors’, and Clinical Leads in order to insure that the established level of quality, safety, and service are always maintained.
The Client Services Representative will be required to research, troubleshoot, and document all problems that customers are experiencing so as to provide insight into potential positive changes for the team.
MAJOR DUTIES AND RESPONSIBILITIES:
Supports marketing and promotion of services of all non-invasive cardiology, neurology, and pulmonary by serving as a field resource and coordinator between customer and provider.
Monitors all aspects of services and provides feedback in order to insure that the established level of quality, service, and cutover satisfaction occurs consistently.
Representative will research, troubleshoot, and document all problems that customer accounts may be experiencing.
Works with Medical Center physician liaisons to assure client and customer satisfaction.
Resolves and documents issues arising from concerns expressed by customers
Keeps Administrative and Medical director apprised of all ongoing projects and issues and works towards the resolution of same.
Coordinates activities of services being delivered in support of enhancing the customer’s support of receiving services
Individual must possess an outward, open, and a very approachable demeanor, ability to remain calm under duress and the needs to be dedicated to creating the best customer experience possible
Demonstrates an ability to be an effective written and oral communicator, as well as team player and ability to perform duties in a professional, tactful and enthusiastic manner.
High School Diploma or equivalent required.
Four (4) years of related experience required.
College graduate preferred.
Medical background is preferred.
Four (4) years of successful experience interacting with customer services or products within the medical or health related industry preferred
This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
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