Surgical Services Rep
3 weeks ago
Work Shift:
Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.
Position Overview:
Surgical Services Rep
Hours: 5:30am-930am (20 hours weekly)
JOB CODE:90450
FLSA Exemption Status:Non-Exempt
SUMMARY (BASIC PURPOSE OF THE JOB)
Serves as a personal contact who provides support and helps to alleviate stress for families of surgical patients during the perioperative period, acting as a link in the communication network between family, patient and staff. Interacts with waiting families to make sure their needs are met and they are kept updated as to the status of the surgical patient.
MINIMUM REQUIREMENTS
Education: High School diploma or equivalent.
Experience: Six months demonstrated customer service experience.
Other Credentials:
Knowledge and Skills: Effective communication skills, including strong listening ability; diplomatic skills; exceptional customer service skills. Able to communicate clearly in English. Possesses organizational skills and ability to prioritize work, acts independently. Utilizes problem-solving skills.
Special Training: knowledge of basic navigation of computer keyboard.
Mental, Behavioral and Emotional Abilities:
Usual Work Day:8 Hours
REPORTING RELATIONSHIPS
Does this position formally supervise employees? No
If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.
ESSENTIAL FUNCTIONS
- Addresses all inquiries and requests in a friendly and responsive manner. Treats all patients, visitors/family members, and staff with courtesy and respect.
- Anticipates the needs of patients, guests, and visitors and takes proactive measures to ensure their satisfaction. Helps allay anxiety by keeping visitors informed of the status of the patient's surgery, including delays, current location, and other updates, by making interdepartmental rounds.
- Interacts with all staff and physicians in a courteous and professional manner. Solicits only that information which is appropriate for sharing with visitors, remaining cognizant of confidentiality and HIPAA protocols. Shares information while maintaining patient privacy, and facilitates the use of the private family room for physicians to update visitors and families.
- Makes rounds on patients, making sure their stay is to their saatisfaction.
- Utilizes service recovery skills as appropriate in problem-solving situations. Knows when it is appropriate to "bump up" issue to management.
- Directs visitors using facility maps or other aids to appropriate locations utilizing knowledge of department locations.
- Facilitates maintaining a minimum noise level in the waiting room.
- Maintains a customer service friendly work environment. Keeps waiting area neat and orderly for a positive impression as demonstrated by knowledgable of environment restrictions in all departments within Perioperative Services.
- Performs other duties to enhance operations and promote customer service as needed and directed by manager.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Frequent physical demands include: Walking
Occasional physical demands include: Sitting, Standing, Climbing (e.g., stairs or ladders), Push/Pull, Twisting, Reaching forward, Wrist position deviation, Pinching/fine motor activities, Keyboard use/repetitive motion
Continuous physical demands include: Talk or Hear
Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
Sensory Requirements include: Very Accurate 20/40, Near Vision, Accurate Far Vision, Minimal Depth Perception, Accurate Hearing
Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens
Offers are contingent upon successful completion of our onboarding process and pre-employment physical. Capital Health will require all applicants (including contractors, travelers and consultants) to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.
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Surgical Services Rep
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