Job description

CURRENT HOLLAND HOSPITAL EMPLOYEES- Please apply through Find Jobs from your Workday employee account.

The Diagnostics Customer Service Representative works under the general supervision of the Lab Informatics & Client Service Manager and serves as an integral member of the Customer Service team. The Diagnostics Customer Service Representative works closely with all members of the Diagnostics teams to meet the service needs and expectations of our clients, patients, and health care providers. Primary duties include answering or redirecting incoming inquiries from patients and providers using a variety of information resources, maintaining competence in several job functions which may include direct patient assistance, phones, courier services, client supply distribution, test ordering, and the use of Diagnostics and organizational software programs. Strong verbal and written communication skills, in a fast paced medical environment, will allow persons in this role to identify and communicate patterns or trends of service issues so that processes can be modified and stabilized as needed.

STANDARD WORK PRACTICES
Promotes patient and customer safety by maintaining established departmental policies and procedures, objectives, safety, environmental and Infection Control standards.
Maintains patient right of confidentiality at all times by complying with the standards of the HIPAA law Protecting Health Information (PHI).
Prioritizes and performs day-to-day operations and responsibilities effectively to support Diagnostics teams.
Maintains and can demonstrate competence in at least three service functions related to direct patient and/or client interaction.
Maintains competence with software programs (Diagnostics and organization-wide) as applicable to the Diagnostics Customer Service role.
Organizes and facilitates transfer of Diagnostic's electronic records.

COMMUNICATION
Demonstrates outstanding customer service skills demonstrated by a positive attitude and professional persona with both internal and external customers.
Able to appropriately support processes to provide timely communication to patients, families, peers and providers.
Consistently looks for opportunities to impress customer(s) by anticipating his/her needs.
Actively participates in staff meetings. Brings forward process improvement suggestions and constructive commentary.

USE OF RESOURCES
Identifies multiple service needs and expectations and prioritizes response activities to best meet the needs and expectations of our customers while maintaining a positive image for Diagnostics Services and the hospital at large.
Identifies when questions or activities are beyond their personal skill mix and forwards them to the most appropriate resource in an accurate and timely manner.

High School Diploma or GED equivalent required

Associates degree or tech school equivalent preferred

Medical terminology knowledge or certificate preferred

This position may require driving - valid Michigan Drivers License with no restrictions required

1-2 years of experience in a healthcare support position required

Holland Hospital is an Equal Opportunity Employer, please see our EEO policy

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