Home
Text Size: A | A | A
Job Detail
Login to My Account
Job Title: Customer Service Assistant - Part Time Weekends  
Location: Lexington of Elmhurst Posted: 09-01-2010
Category: Customer Service Experience: 1+ years
Status: Part-Time
Position Description  

Lexington Health Care
It’s about Family.

From your very first encounter with Lexington Health Care, you’ll feel what it is that sets us apart from other rehabilitation and nursing facilities. Our level of care is unmatched; but what makes us really proud is our culture of personal commitment – of the feeling of family, which we encourage throughout our company.

We are now seeking a Part-Time Customer Service Assistant (CSA) to join our Elmhurst Facility. Reporting to the Director of Customer Service, the Part-Time Customer Service Assistant will focus on the development of relationships with the patients, residents and their families and identifying their needs in order to ensure customer satisfaction.

Based upon the feedback of the patients, residents and their families the part-time CSA partners with the Director of Customer Service and the team in the development of action plans to continually improve customer satisfaction with the current services as well as the development of new services to meet the customers’ needs.

The CSA promotes the facility’s Mission, Vision and Values through role modeling, education and program development for patients, residents, families and staff.

The Part-Time Customer Service Assistant is expected to partner with other members of the team including, but not limited to Admissions, Nursing, Social Service, Activities and Dietary in order to promote and secure overall satisfaction of the patients, residents and their families. Promoting and developing positive peer partnerships is an essential role function for the CSA.

The Part-Time Customer Service Assistant is responsible for developing relationships with patients, residents and families after arrival to the facility and facilitating steps to lead to the highest satisfaction obtainable for each patient /resident and family member.

The CSA assists with the training and verification of skills for all staff in the key elements of customer service including, but not limited to, problem resolution, any needed process changes and the development of proactive communication with all customers.

This CSA collaborates with departments to not just meet customer service expectations, but to anticipate and exceed customer expectations.


JOB RESPONSIBILITIES:

 Welcoming new patients, residents and their families–upon admission or re-admission.
 Assisting with the Welcome protocol.
 Identifying requests and coordinates with the team in meeting any special requests –newspaper, etc.
 Conducting and data entry for sub acute satisfaction surveys –admission and discharge.
 Analysis of the survey report data (trending, admission versus discharge, etc.)
 Sales /tours –shares success stories and outcomes for the promotion of services.
 Assists with a department action plan for areas under the threshold.
 Daily sub acute satisfaction rounds (implements concern follow up for any concerns).
 May assist with the Celebration of Success policy and procedure.
 Daily aesthetic rounds (develops action plans for improvement areas).
 May assist with new staff Orientation in the key skills for customer service.
 At least weekly, long term care satisfaction rounds (concern process for any concerns).
 Assists with admission and yearly (My Innerview) Long Term Care satisfaction surveys-residents and families.
 Analysis and actions plans based upon the LTC survey results.
 May assist with customer relations training – based upon key standards and observations from rounds.
 Assists with the acknowledgement /recognition for excellence in Customer Service.
 Assists with Customer Service action plans in order to focus top priority areas with measurable objectives and due dates.
 Participant in any family meetings to secure feedback on services.
 Assists with systems for ongoing feedback (outside of the survey process) from patients, residents and families. Suggestion box, flyer with contact information, random calls to families, etc. Shares feedback with the team and assists with the action plans for any improvement areas.
 Other duties as assigned by the Director of Customer Service.
Requirements

 Preference for a Bachelor’s degree in the human service field. At least a high school diploma or equivalent.
 Preference for one year of experience in long-term care, assisted living, related health care field or in a customer service program in a health care facility.
 Must be organized, detail oriented with sound analytical skills.
 Must be able to work every Saturday and Sunday - this is a weekend only position.
 Must be able to manage own schedule and complete multiple tasks in a timely and efficient manner.
 Must be able to role model, teach and mentor staff in key customer service skills such as but not limited to addressing concerns, anticipating needs and problem solving techniques.
 Must demonstrate skills associated with anticipating patient/resident desires and needs, as well as independently initiating steps to accommodate these desires.
 Must know and be able to independently initiate steps towards problem resolution. Preferably demonstrating the ability to effectively resolve the problem, and maintain the resolution.
 Must have above average verbal communication skills with verbal and written command of English.
 Must demonstrate friendly, professional and business-like demeanor that instills trust and confidence.
 Must be able to consistently dress in attire of a professional appearance (according to the dress code).
 Must have basic computer skills using Microsoft Word, Excel, Outlook and web-based programs.

At Lexington, you’ll enjoy part –time benefits of the 401K program, PTO, and Credit Union, along with Advancement Opportunities, and Training.

To be considered for this opportunity please attach your resume in a Word document by applying online. Or, apply in person or fax resumes to location below. No agencies, please. EOE


LEXINGTON OF ELMHURST
420 WEST BUTTERFIELD ROAD
ELMHURST, ILLINOIS 60126
PHONE: 630-832-2300
FAX: 630-832-7043

Dedication, Passion and Life…that’s what Lexington is all about.




Apply Online | Refer A Friend
Back