Unit Assistant / Customer Service Liaison

About This Role

The Customer Service Liaison assists unit nursing leadership teams in coordinating, planning, developing, and implementing assigned unit projects, while promoting a high level of customer experience for patients and families. The role also includes facilitating nursing unit activities through receptionist and clerical processes.

Responsibilities

• Maintain current knowledge of relevant protocols and procedures regarding the patient experience
• Prioritize and organize work based on collaboration with unit leadership team and hospital guidelines
• Validate and coach staff to meet customer service and quality initiatives
• Solve complex problems related to unit operations and customer service events
• Utilize information from computerized and paper systems to analyze trends and develop interventions
• Exhibit empathy to patients and their families, focusing on patient experience
• Greet visitors, physicians, patients, and staff in a friendly manner
• Answer telephone timely and professionally, identifying unit, name, and title
• Use and troubleshoot fax machines, printers, and other technology used on nursing unit
• Perform Unit Secretary and administrative duties as delegated by the Nurse Manager

Requirements

• Inpatient hospital experience
• Basic Life Support (BLS) certification within 30 days (AHA)

Qualifications

• Inpatient hospital experience

Certifications