Adventist Health White Memorial is a unique faith-based teaching hospital serving East Los Angeles and the surrounding area. The non-profit, 353-bed hospital is committed to improving the health of the community by providing high quality and comprehensive care with inpatient and outpatient services. White Memorial has served the community for over 100 years, and today is regionally recognized for state-of-the-art technology and specialty care services provided by some of the best physicians in Los Angeles whose credentials include pioneering research, ivy-league education and a commitment to compassionate and culturally-competent care. In 2019 Adventist Health White Memorial won the prestigious Malcolm Baldrige National Quality Award. Visit AdventistHealthWhiteMemorial.org for more information about the hospital.
Job Summary:
Actively demonstrates commitment to providing excellent customer service and for representing the organization, as well as the Mission, Values, and Goals in all interactions with internal and external customers. Ensures that all services offered represent consistency in quality of delivery of those services in the areas of call center support and customer service excellence. Acts as a liaison between external customers and hospital for all services facilitated by the department.
Job Requirements:
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Education and Work Experience:
- High School Education/GED or equivalent: Preferred
- Associate’s/Technical Degree or equivalent combination of education/related experience: Preferred
- Five years' customer service call center experience: Preferred
Essential Functions:
- Answers phones and greets clients in a friendly, caring and professional manner at all times. Provides communication, facilitation, coordination, and documentation of all reported issues, utilizing excellent customer service skills and professional telephone etiquette at all times. Notifies management when needed for any situation in which service to customer has been compromised.
- Assist with preparations, revisions, and maintenance of related policies and procedures. Investigates and solves customers problems. Ensures calls are successfully forward to desired recipient (department, office, etc.).
- Monitors all services provided by department to assure quality delivery of service at all times.
- Identifies trends and makes recommendation for improvement. Ensures all calls have been properly followed through and appropriately re-directed when needed
- Provides training and information on any service line.
- Performs other job-related duties as assigned.
