Customer Service Representative

  • MaineHealth
  • Portland, ME, USA
  • Jan 16, 2021

Job Description

Summary

  • Position Summary
    • Serves as a vital first contact for many MMC patients, visitors, or other in MMC's lower intensity entrances and waiting areas (Bramhall Entrance, Connector Entrance, and Scarborough Surgery Center, NICU/CCN, SCU, and CTICU). May be called upon to provide all customer service functions and must convey a friendly, caring, and professional attitude. Responsible for meeting, greeting, and assessing needs of customers, providing specific information and assistance, and ensuring that customers' needs are met.
  • Required Minimum Knowledge, Skills, and Abilities (KSAs)
    • Education: A high school diploma is preferred.
    • License/Certifications: N/A
    • Experience: One to three years of experience in a health care setting is desirable but not required. This position requires the employee to have experience with or the capability to be trained to a high degree of skill in analytical and complex problem solving. The employee needs an understanding of basic customer service principles, to a level that would be acquired through at least two years of prior customer service experience and six months of on the job training.
    • The employee must have the discipline to follow through thoroughly to ensure that customers' concerns and needs are addressed.
    • Must have strong customer service skills and the sensitivity and intuition to detect stresses and problems, and to be resourceful and creative in resolving them.
    • Must maintain a positive outlook, high energy level, and pleasant demeanor.
    • Must be able to maintain poise and calm in dealing with a wide variety of people under stress, and deal effectively and safely with unhappy or difficult customers.
    • Must understand and be able to maintain privacy and confidentiality, and be comfortable interacting with a diverse population.
    • Ability to learn, remember, and explain the complex layout of Maine Medical Center and the locations of services.
    • Ability to work independently (without direct supervision).
    • Ability to understand, interpret, and explain institutional policies and procedures.
    • Outstanding organizational and communication skills.
    • Basic computer skills sufficient to use Microsoft Word and email and internet programs.