Service Excellence Patient Advocate at Frederick Health

Job SummaryServes as an official point of contact with patients families and staff members to screen complaints compliments questions and service needs. Performs timely and appropriate follow-up and/or referral to assure customer satisfaction/closure. Promptly documents complaints in the event reporting system. Performs administrative and office support activities to support the Service Excellence Department including the Department Manager and the Director of Consumer Experience. These duties include fielding telephone calls and emails taking meeting minutes coordinating meetings and room reservations preparing letters and reports and assisting with employee timecard maintenance. Organizes and maintains stored Lost and Found items in the Service Excellence Department and facilitates their release back to patients families or staff members. Duties require accuracy independent judgment initiative discretion diplomacy knowledge of protocol and the ability to work well in a team environment. Demonstrates professionalism to support the successful execution of the Service Excellence Department goals and objectives. Supports and is responsible for incorporating into job performance the Frederick Health (FH) mission vision core values and customer service philosophy and adheres to the FH Compliance Program including following all regulatory requirements and the FH Standards of Behavior.Example of Essential Functions:Understands and applies excellent customer service skills to incoming concerns and requests recognizing the unique needs of patients and family members in the emotionally demanding environment of healthcare. Appropriately handles calls takes accurate messages and responds to calls by utilizing knowledge of policies procedures and practices. Performs timely and appropriate follow-up and/or referral to assure customer satisfaction/closure; follows CMS regulatory requirements for follow-up.Promptly documents complaints and concerns in the event reporting system.Organizes and maintains stored Lost and Found items in the Service Excellence Department and facilitates their release back to patients families or staff members.Uses various software applications such as MS Word Excel PowerPoint and Teams to type and format correspondences or documents and prepare presentations and reports. Receives department mail and email reviews content prioritizes analyzes for direction forwards or redirects and composes response when appropriate.Operates personal computer to access email and electronic calendar to schedule appointments and meeting rooms.Enters staff schedules into electronic time and attendance system reviews for accuracy or missed clock entries.Coordinates meetings activities events and special projects.Completes catering and office supply orders supports the snack cart.Required Knowledge Skills and Abilities:Demonstrates proficient and professional conflict resolution skills as well as telephone and interpersonal skills.Conveys warmth and sincerity in all interactions.Effective communication skills both written and verbal. Excellent organizational skills with ability to prioritize tasks and function independentlyAbility to handle an emotionally demanding environment.Adeptness to keep patient and associate information confidential.Ability to utilize computer software to enter data into a secure database.Serves as Notary Public (will provide training)Minimum Education Training and Experience Required:A two-year college degree or vocational training A minimum of three years prior experience in an office setting prior healthcare experience is preferred.Public Notary (or willing to obtain within first year of hire)Physical Demands:Light Work - Lifting up to 20 pounds on an infrequent basis (less than one lift every three minutes and/or carrying up to 10 pounds or requiring walking or standing to a significant degree (about six 6 hours a day).Ergonomic Risk Factors:Repetition: Repeating the same motion over and over again places stress on the muscles and tendons. The severity of risk depends on how often the action is repeated the speed of the movement the required force and muscles involved.Requires sitting in a normal seated position for extended periods of time; Lifting and sorting Lost and Found items.Awkward Posture: Posture is the position your body is in and its effect on the muscle groups that are involved in the physical activity. Awkward postures include repeated or prolonged reaching twisting bending kneeling squatting working overhead with your hands or arms or holding fixed positions.Working Conditions:Bloodborne Pathogens Exposure Risk: Category B May have exposure to blood or body fluids.Reporting Relationship:Reports to Department Manager Service ExcellenceDisclaimer:The content of this document reflects the general duties responsibilities minimum skills abilities and competencies necessary to perform the essential functions of the job and should not be considered as an exhaustive detailed description of all the work requirements of the position.Schedule:Monday Tuesday 7:30 - 2:00 p.m.; Wednesday Thursday Friday 7:30 - 4:00 p.m.Caring for you as you care for the CommUNITYFrederick Health offers a comprehensive and affordable benefits package. Health Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your familys needs. Life insurance Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.Pay is based on experience skills and education. If position is part-time salary will be pro-rated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid if applicable.Pay range: Hourly rate $19.64 Min -$30.68 Max Key Skills Athletics,Admin Support,External Audit,ASP,Blogging Employment Type : Full-Time Experience: years Vacancy: 1