CUSTOMER SERVICE ASSOCIATE

The Customer Service Associate will interact in a customer-focused and compassionate manner to ensure patients and their representatives' needs are met.Essential DutiesGreeting and Assisting Visitors:Welcome patients, visitors, and staff with a friendly and professional attitude adhering to AIDET format and standards.Provide directions, information, and assistance as needed.Information Desk Management:Answer incoming calls and respond to inquiries promptly.Maintain a clean and organized information desk area.Patient and Visitor Support:Assist patients and visitors with wheelchairs, directions, and personal assistance.Retrieves, cleans and stores transportation equipment at entrances to ensure availability for patients and their representatives.Coordinate with departments to facilitate patient and visitor needs.Contact valet service upon requests from patients and their representatives.Security and Safety:Monitor and report any suspicious activities or safety concerns.Ensure compliance with Riverside Healthcare's security protocols.Administrative Support:Assist with scheduling, check-in and coordination of appointments and meetings.Serves as a liaison between Cath Lab and other hospital departments, patients, visitors and families.Assists in other access areas when needed, including the Surgical Waiting area.Nonessential Tasks:Assist with special events and hospital programs as needed.Provide backup support to other administrative staff.Attend any meetings required to ensure job performance.Participate in ongoing training and professional development.Required ExperienceMinimum of one year of experience in a customer service role, preferably in a healthcare setting preferred.Preferred ExperienceExcellent verbal and written communication skills.Bilingual Preferred.Strong interpersonal skills with the ability to interact effectively with a diverse population.Proficient in Microsoft Office Suite (Word, Excel, Outlook).Ability to handle stressful situations calmly and efficiently.Basic understanding of medical terminology is a plus.Required Licensure/EducationHigh school diploma or equivalent preferred.Must be 18 years of age at time of hire.Preferred EducationAssociate degree in hospitality, healthcare, or a related field preferredEmployee Health RequirementsExposure/Sensory RequirementsExposure to:Chemicals: Germicidal cleaners, toner for copy machines/printers.Video Display Terminals: AverageBlood and Body Fluids: Risk is minimized through the use of universal precautions.TB or Airborne Pathogens: Potential exposure of airborne pathogens from direct patient contact. The risk is minimized through the use of universal precautions..Sensory requirements (speech, vision, smell, hearing, touch):Speech: Needed for communication with customers.Vision: Needed to see clearly and read physician orders.Smell: N/AHearing: Needed to comprehend patient and physicians when obtaining information and for patient education to answer questions and confirm understanding of instructions.Touch: Required for computer input.Activity/Lifting RequirementsPercentage of time during the normal workday the employee is required to:Sit: 28%Twist: 5%Stand: 23%Crawl: 0%Walk: 10%Kneel: 0%Lift: 10%Drive: 20%Squat: 2%Climb: 0%Bend: 20%Reach above shoulders: 2%The weight required to be lifted each normal workday according to the continuum described below:Up to 10 lbs: FrequentlyUp to 20 lbs: FrequentlyUp to 35 lbs: OccasionallyUp to 50 lbs: OccasionallyUp to 75 lbs: Not RequiredUp to 100 lbs: Not RequiredOver 100 lbs: Not RequiredDescribe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):Required to lift infants/small children and some supply items. If heavy object is being carried, a cart or wheelchair can be used to move it any distance. May need to assist a patient getting out of and back into their wheelchair.Maximum consecutive time (minutes) during the normal workday for each activity:Sit: 15Twist: 4Stand: 45Crawl: 0Walk: 20Kneel: 0Lift: 5Drive: 0Squat: 2Climb: 0Bend: 1Reach above shoulders: 5Repetitive use of hands (Frequency indicated):Simple grasp up to 10 lbs. Normal weight: 2# oftenPushing & pulling Normal weight: 2# oftenFine Manipulation: Typing/keyboarding, opening and closing drawers.Environmental Factors & Special HazardsEnvironmental Factors (Time Spent):Inside hours: 8Outside hours : 0Temperature: Normal RangeLighting: AverageNoise levels: AverageHumidity: Normal RangeAtmosphere:Special Hazards: Chemical: Exposure to powder in latex gloves.Protective Clothing Required: NoneUSD $16.33 - USD $19.55 //Hr

Created: 2025-11-03