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Posted: Monday, January 8, 2018 5:36 AM

Job Details

Under limited supervision, work with Emergency Department (ED) Clinical Nurse Director and/or Manager to resolve customer service and patient satisfaction issues. Provide customers with high quality services by resolving complaints and issues.


Customer Service, Customer Relations or Management Associates of Arts degree (or college credited courses in relative degree program) or three to five years of customer service experience in the healthcare or hotel field in lieu of degree. Crisis intervention and/or grief counseling preferred. Bachelor's degree preferred but not required.


1-3 years' experience in a position addressing and/or resolving stressful patient/customer service issues or situations. Customer Service/Patient Relations or Customer Service/Management experience preferred.


* Knowledge of ED process, and healthcare environment preferred.

* Outstanding oral, written and interpersonal communications skills.

* Proactively speaks with patients to head-off issues.

* Dealing with emotionally stressed people.

* Ability to display Advance Interpersonal Skills (dealing with stress, complaints, etc.).

* Ability to prioritize, manage multiple tasks with efficiency, and track patient through a diverse system while interacting in a dynamic environment.

* Ability to interact effectively with nursing clinical staff and support persons.

* Active listening skills (compassion, support, non-defensive)

* Knowledge of problem resolution strategies for customer service matters

* Skill in written communication

Licensures, Certifications

* BLS Certification.

Physical Requirements

* Ability to walk and stand 95% of time during work shift.

* Requires reaching, stooping, bending, kneeling and crouching repeatedly during work shift.

* Lifts supplies/equipment up to 20 lbs. Subject to varying and unpredictable patient contact circumstances/situations. Handles emergency or crisis situations.

Working Conditions

* Contact with patients under wide variety of circumstances.

* Subject to varying and unpredictable situations.

* Handles emergency or crisis situations.

* Occasional pressure due to multiple calls and inquiries.

* Primarily work inside (95% of time) and may experience the following hazard: biological, needles and sharps, radiation, stress, noise, vibration, dust, fumes and occasional temperature extremes.

* Exposed to unpleasant elements (accidents, injuries and illness, etc.).

* Potential exposure to patient blood, body fluid and/or air-borne diseases.

Conditions of Employment

* Ability to work in various practices, as needed.



• Location: Baltimore

• Post ID: 29849167 baltimore is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018