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Customer Relations Liaison

Company: Alden Town Manor Rehabilitation and Health Care Ce
Location: Cicero
Posted on: January 24, 2023

Job Description:

Alden Town Manor Rehabilitation and Health Care Center - JOB SUMMARY

  • The Customer Relations Liaison (CRL) is responsible for providing high-level, proactive customer service in anticipation of all patients' and families' desires and inquiries. The successful CRL is accountable for anticipating the desires and needs of the customers and proactively initiating efforts to fulfill such desires resulting in delightful customer experiences (satisfaction scores in the 90-percentile range or better). The CRL is responsible for working collaboratively with key facility staff in response to customer requests.
  • Additionally, this position is responsible for developing relationships with key community partners (community organizations) in an effort to provide education regarding the services and programs of the facility and to enhance relationships that further facilitate customer delight. The CRL is responsible, administratively, to the facility to plan, develop, organize, oversee, and run the overall operation of the Ambassador Program in accordance with current Alden policies and procedures and as may be directed by the Administrator. The CSL reports to the Administrator and accepts consultation/supervision from the corporate Director of Operations of Clinical Programs and the Vice President of Operations.


    • Bachelor's Degree in a related field (e.g., Communication, Social Work, Psychology, Counseling, Sociology, or other related field).
    • Have one year of experience in working in customer relations in the healthcare field.
    • Demonstrate skills and ability in working with and understanding the needs of the patients, residents, families, and personnel from community agencies.
    • Must be able to read, write, and speak the English language in an understandable manner. The ability to produce concise, meaningful, written reports, and articulate the customer service needs of the patients, residents, and families.
    • Must possess the ability to make independent decisions when circumstances warrant such actions that are in the best interest of the patients, residents, and families. Must possess the ability to deal tactfully with patients, residents, family members, visitors, personnel, government agencies/personnel and the general public in a professional manor.
    • Must possess leadership ability and a willingness to work harmoniously with other personnel.

      • The ability to accept and utilize professional supervision, consultation and in- service training/educational opportunities.
      • Must demonstrate the ability to handle confidential data with professional discretion.
      • Have experience and qualified marketing skills to effectively express the Alden's Customer Service Program to the community, other health professionals, outside professional organizations, senior services, government agencies, and any other provider or professional in the community.
      • Must have the sincere desire to work with a variety of populations that require long-term or short-term care.
      • Possess a knowledge and ability to apply that knowledge to deal effectively with this population.
      • Possess the ability to guide and direct staff in customer service approaches effective with the patients, residents, and families.
      • Possess the qualities of empathy, compassion, understanding, enthusiasm, and humor in order to effectively interact with patients, residents, families, and staff.
      • Willingness to be flexible regarding working hours in order to ensure quality of services.
      • Understand and be able to manage emotional needs of yourself and others.


        • Must be able to move intermittently throughout the workday.
        • Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position can be fully met.
        • Must function independently, have flexibility, personal integrity, and the ability to work effectively with the residents, family members, personnel, and support agencies.
        • Must be in good general health and demonstrate emotional stability.
        • Must be able to cope with the mental and emotional stress of the position.
        • Must be able to relate to and work with (physically/mentally) ill, disabled, elderly, emotionally upset and at times hostile people.
        • Must be free of physical limitation so as to be able to participate in the physical crisis prevention (CPI) techniques as trained by a certified trainer.
        • May be required to lift equipment, supplies, and occasionally move furniture.
        • Is subject to exposure to infectious waste, diseases, conditions, etc., including exposure to HIV, AIDS, and Hepatitis B virus.


          • Prior to admission, make contact with new admissions and families to provide information as to what can be expected once they arrive at the facility. Completed pre-admission education on specific programs that patient will be involved with and facilitates the Patient Commitment Agreement. Alerts the

            • facility of any potential need for further review of the health condition of the patient and potential need for in depth discussion of advanced directives.
            • Ensure that the patient room is "ready" is all aspects and that "personalized touches" are present in the room prior to the patient's arrival and thereafter. Be available to welcome new admission residents, provide support and initiate a trusting/therapeutic relationship. Greets the patient upon arrival at the facility and initiates the preliminary aspects of the Ambassador Program.
            • Makes contact with the patient several times throughout the day to ensure their desires are met. Introduces patient to their ambassador and completes follow up with the ambassadors to ensure that all patient, resident, and family desires are being met and any concerns are being resolved.
            • Make contact with the family within the first 24-hours of admission and weekly thereafter to ensure satisfaction.
            • Must be able to interpret patient statements and assess non-verbal communication as a means of clearly anticipate customer's feelings about the placement and takes steps to ensure a smooth transition into the facility.
            • Design a proactive Customer Service Program by (through active listening) becoming knowledgeable of each individual patient's background, cultural, life history, disease, and medical care needs in detail to ensure an appropriate person-centered customer service plan.
            • Instructs facility Ambassadors on the individual customer service program for each patient and completes daily rounds with patients to ensure that their personal preferences are integrated into their day. Confers with the Ambassador as necessary.
            • Collect and analyze Patient Satisfaction Surveys, Physician Satisfaction Surveys and Hospital Satisfaction Surveys. Develops reports and identifies any trends or patterns. Develops corrective action plans based on the results of the surveys. Reviews the results of the reports with key facility staff (department heads and other ambassadors, administration) for any additional action planning.
            • Provide the Alden Post-Acute Support Team with a summary report of the results of the Surveys for review with key network hospitals.
            • Collaborate and educate department heads and other staff on the importance on customer services and techniques for promoting delightful customer experiences.
            • Participate in facility meetings to review the overall status and any needs associated with the program. Meets with the Administrator at least weekly to review Customer Satisfaction Surveys (including Customer Care Surveys) and takes necessary steps towards service recovery based on the results of individual surveys.
            • Meets with physicians and hospitals to review their preferences and needs and collaborates with the Administrator on action planning.
            • Develop and maintain relationships with area community agencies and organizations. Provides marketing collateral and ongoing communication related to the services of the facility.
            • Become a knowledgeable and experienced leader in the area in regards to the customer service field and programs.
            • Maintain adequate record system for obtaining, recording, and filing of customer service information. Participate in the development, maintenance, and implementation of the facility's Quality Improvement Programs.
            • Perform other related duties as assigned.


Keywords: Alden Town Manor Rehabilitation and Health Care Ce, Cicero , Customer Relations Liaison, Other , Cicero, Illinois

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