Surgical Services Rep

About the role

Serves as a personal contact who provides support and helps to alleviate stress for families of surgical patients during the perioperative period, acting as a link in the communication network between family, patient and staff. Interacts with waiting families to make sure their needs are met and they are kept updated as to the status of the surgical patient.

Minimum Requirements

• Education: High School diploma or equivalent.
• Experience: Six months demonstrated customer service experience.
• Knowledge and Skills: Effective communication skills, including strong listening ability; diplomatic skills; exceptional customer service skills. Able to communicate clearly in English. Possesses organizational skills and ability to prioritize work, acts independently. Utilizes problem-solving skills.
• Special Training: Knowledge of basic navigation of computer keyboard.

Responsibilities

• Addresses all inquiries and requests in a friendly and responsive manner.
• Treats all patients, visitors/family members, and staff with courtesy and respect.
• Anticipates the needs of patients, guests, and visitors and takes proactive measures to ensure their satisfaction.
• Helps allay anxiety by keeping visitors informed of the status of the patient's surgery, including delays, current location, and other updates, by making interdepartmental rounds.
• Interacts with all staff and physicians in a courteous and professional manner.
• Solicits only that information which is appropriate for sharing with visitors, remaining cognizant of confidentiality and HIPAA protocols. Shares information while maintaining patient privacy, and facilitates the use of the private family room for physicians to update visitors and families.
• Makes rounds on patients, making sure their stay is to their satisfaction.
• Utilizes service recovery skills as appropriate in problem-solving situations.
• Knows when it is appropriate to "bump up" issue to management.
• Directs visitors using facility maps or other aids to appropriate locations utilizing knowledge of department locations.
• Facilitates maintaining a minimum noise level in the waiting room.
• Maintains a customer service friendly work environment.
• Keeps waiting area neat and orderly for a positive impression as demonstrated by knowledge of environment restrictions in all departments within Perioperative Services.
• Performs other duties to enhance operations and promote customer service as needed and directed by manager.

Physical Demands and Work Environment

• Frequent physical demands include: Walking
• Occasional physical demands include: Sitting, Standing, Climbing (e.g., stairs or ladders), Push/Pull, Twisting, Reaching forward, Wrist position deviation, Pinching/fine motor activities, Keyboard use/repetitive motion
• Continuous physical demands include: Talk or Hear
• Lifting: Floor to Waist 15 lbs., Waist Level and Above 10 lbs.
• Sensory Requirements include: Very Accurate 20/40, Near Vision, Accurate Far Vision, Minimal Depth Perception, Accurate Hearing
• Anticipated Occupational Exposure Risks Include: Bloodborne Pathogens

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA) – Healthcare FSA and Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
  • Less than 10 years of service – $5,000
  • 10+ years of service – $10,000
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance – Voluntary Life Spouse, Voluntary Life Employee, Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program

Pay

Pay Range: $16.50 – $20.24 per hour (full-time equivalent at 1.0 FTE; actual compensation may differ depending on assigned hours and position status).