Customer Service Liaison

Carle Foundation Hospital - Urbana, IL

Full-time - Entry Level

Urbana, IL

Hospitals

About the position

The Customer Service Liaison (CSL) is a vital non-clinical role within the Ambulatory Services team at Carle Foundation Hospital. This position focuses on enhancing the patient experience by coordinating various activities and supporting leadership in achieving departmental and organizational goals. The CSL is responsible for ensuring a high level of customer service for patients and families, facilitating smooth operations within the Ambulatory Services building.

Responsibilities

• Assist patients with check-in at kiosks.
• Refer patients to appropriate physicians, appointments, or departments, providing directions and information as needed.
• Monitor for security risks and communicate them to the appropriate department.
• Route suggestions and concerns to the proper individuals.
• Resolve customer service concerns, questions, and complaints by identifying problems and coordinating corrective actions, reporting situations and resolutions to the supervisor.
• Conduct patient rounding in the department lobby.

Requirements

• Ability to work well as part of a team to ensure high-quality patient care.
• Skills in promoting a healthy work environment.
• Experience in coordinating patient satisfaction and improvement initiatives.
• Strong customer service recovery skills.
• Excellent verbal and non-verbal communication skills.
• Compassionate and empathetic response to patient and family concerns.