Job Details
** Position Description**
**Customer Service Advocate** Location **Blanchard Valley Health System** Employment Status **Full-time** Shift Options **1st**
**PURPOSE OF THIS POSITION**
Customer service advocate ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the BVHS organization. They will follow and adhere to ITIL standards to include implementation and maintenance.
**REQUIRED QUALIFICATIONS**
* High school diploma or equivalent
* Familiarity with health care delivery in general, and preferably experience in small or critical access hospitals.
* General understanding of computers and appreciation for information system theory and designs.
* Analytical skills to identify problems and offer solutions. Political and people skills to effectively manage change.
* Business acumen and insight into clinical processes
* Excellent analytical skills, including the ability to identify problems, research and analyze issues from different perspectives.
* Ability to work independently and to establish, monitors, and achieve goals with minimal supervision.
* Ability to work as an effective team member with staff at all levels.
* Ability to engage and interface with a broad and diverse set of internal and external stakeholders, such as business owners of data, operational or system data stewards, various analytical and reporting end-users, and Information Systems representatives across the range of data architects, developers, and system analysts.
* Ability to be composed and adaptive in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities.
* Personable and ability to work well with others.
* Flexibility to work the number and schedule of hours needed to accomplish regular and ad hoc job responsibilities.
* Commitment to excellence in customer service and the BVHS cultural and other values.
* A valid driver's license is required (if you do not have a valid Ohio drivers license you must obtain one within 30 days of your residency in the state). You must also meet BVHS's company fleet policy and insurance company requirements, and any other requirements that may be required to operate a vehicle.
* Positive service-oriented interpersonal and communication skills required.
**JOB DUTIES/RESPONSIBILITIES**
Duty 1: Providing help and advice to customers using your organizations products or services;
Communicating courteously with customers by telephone, email, letter and face to face;
Duty 2: Investigating and solving customers problems, which may be complex or long-standing problems that have been passed on by the service desk;
Duty 3: Handling customer complaints or any major incidents, such as a security and application issues;
Duty 4: Keeping accurate records of discussions or correspondence with customers;
Duty 5: Analyzing statistics or other data to determine the level of customer service your organization in providing;
Duty 6: Producing written information for customers, often involving use of computer packages/software;
Duty 7: Writing reports analyzing the customer service that your organization provides;
Duty 8: Developing feedback or complaints procedures for customers to use;
Duty 9: Developing customer service procedures, policies and standards for your organization or department;
Duty 10: Meeting with other managers to discuss possible improvements to customer service;
Duty 11: Learning about BVHS products or services and keeping up to date with changes;
Duty 12: Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
**PHYSICAL DEMANDS**
Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
**This position is classified at risk for possible occupational exposure to blood borne pathogens (HBV, HIV, etc.)**
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