Overview

The Customer Service Liaison (CSL) is a member of the healthcare team who is responsible for performing a variety of integral activities and assisting the unit nursing leadership team to meet unit, departmental and organizational objectives. The CSL assists with the overall coordination, planning, development and implementation of assigned unit projects and is responsible, in partnership with the Nurse Manager, for promoting and maintaining a high level customer experience for all patients and families who receive care within the nursing unit. The Unit Assistant facilitates the activities of the nursing unit through the effective performance or receptionist and clerical processes. The CSL will be trained in Unit Secretary and administrative duties as delegated by the Nurse Manager.

Responsibilities

• Maintains current knowledge of relevant protocols and procedures regarding the patient experience.
• Prioritizes and organizes own work based on collaboration with unit leadership team as well as established hospital guidelines, policies and protocols.
• Effectively validates and coaches staff to meet customer service and quality initiatives.
• Independently, and in consultation with unit leadership, solves complex problems related to unit operations and customer service events.
• Utilizes information generated from both computerized and paper systems to analyze trends and develop coordinating interventions and corrective action plans.
• Exhibits empathy to patients and their families by focusing on patients experience, enabling a meaningful relationship that promotes honest patient feedback.
• Greets visitors, physicians, patients, and staff in a friendly manner.
• Answers telephone timely, professionally, identifying unit, name, and title.
• Uses and is able to trouble-shoot fax machines, printers, and other technology used on nursing unit.
• Unit Secretary and administrative duties as delegated by the Nurse Manager.

Qualifications

Certifications: Basic Life Support (BLS) within 30 days - American Heart Association (AHA), Education: , Work Experience: Inpatient hospital

Carle Health Company Overview

Find it here. Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health. Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

| For more information: human.resources@carle.com.