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• Handles and stays current on worklists or reports established by Customer Service Supervisor or Manager

• Researches and/or audits accounts for requestors which may be internal or external for the facility as well as the professional billing systems, including Home Care services.

• Coordinates charge audit requests with Revenue Integrity and Professional Revenue Departments and swiftly relay findings to patient and families.

• Providing assistance and responding to questions from departmental staff.

• Demonstrates service and success in teamwork and consistent high productivity and quality.

• Exhibiting leadership and team-building behaviors and actions.

• Answering incoming customer service phone lines.

• Responds to internal and external customers via verbal and written communication.

• Assisting Customer Service Supervisor and Manager in ensuring appropriate customer service phone coverage is maintained at all times.

• Second level responder to complaint and grievance escalation concerns received by Customer Service Liaison and/or vendor representing Children’s Mercy.

• Refer any escalated concerns that are not able to be alleviated to Customer Service Coordinator, Customer Service Supervisor, QA Specialist, or Manager as appropriate.

• Handles self-pay credit balances including, payment transfers and/or refunding as appropriate.

• Answers and processes all incoming calls to the Nurse Advice Line. Handles patient, clinic, provider & staff information calls. Communication is according to call quality standards, is patient/parent friendly, and incorporates Service Excellence and shared values.
• Processes admin work between calls.
• Pages personnel by pager or overhead paging system. Maintains spare pagers for hospital personnel; exchanges and programs pagers as needed.
• Responds to emergency situations. Monitors alarms and notifies appropriate personnel. Acts as communication hub in emergent situations.
• Managed over 30 Customer calls Per day

• Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered or distributed.
• Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
• Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
• Demonstrated and applied product knowledge of company SKUs.
• Transported inventory items to appropriate locations.

• Documented customer interactions using SalesForce to capture data in processing system.
• Increased sales by offering advice on purchases and promoting additional products.
• Exceeded team sales goals by 15%.
• Built client list and strengthened customer relationships through consistent communication via phone and internet.
• Prioritized tasks and projects to meet tight deadlines.

• Served meals to residents in accordance with established schedules and dietary procedures.
• Delivered nourishment and supplements to nurse station for distribution to specific residents.
• Reported and documented resident changes in consumption or behaviors.
• Increased aide productivity by working closely with staff to redesign cleaning protocols, processes and workflows.