POSITION DESCRIPTION Customer Service Representative This position is not considered a children s worker under the Vulnerable Children Act 2014 Position Holder's Name:... Position Holder's Signature:... Manager/Supervisor's Name:... Manager/Supervisor's Signature:... Document ID: Obtain from Objective Version: 1.0 Department: Customer Service Department Last Updated: 29/09/2017 Document Owner: Team Leader Next Review Date: 18/05/2017 Approved by: Service Manager Date First Issued: 18/05/2016 Counties Manukau Health
Position description: Counties Manukau Health 2
PURPOSE OF THE POSITION This position is responsible for Inbound CSR: To manage the processing of inbound telephone calls, emails and text messages professionally, effectively and efficiently. Outbound CSR: To manage the process of reminder outbound phone calls to patients who have a scheduled outpatient appointment or elective surgery. Note: The Call Centre provides Customer Service for Counties Manukau District Health Board (CM Health) outpatient sites, including the Manukau SuperClinic, the Botany SuperClinic, Manukau Surgery Centre and Middlemore Hospital Emergency Care PLACE IN THE ORGANISATION Customer Service Department Team Leader Customer Service Representatives Position description: Counties Manukau Health 3
NATURE AND SCOPE OF RESPONSIBILITIES Key Accountabilities Standards / Achievements Tasks and responsibilities Cultural Safety & Diversity Commitment to the principles of Treaty of Waitangi Provide excellent service to all customers via inbound phone calls, outbound phone calls, emails and text messages. Communicate effectively through use of appropriate voice skills, positive professional language, effective questioning and listening. Take responsibility for resolving each customer s queries. Accurately schedule, reschedule or cancel appointments according to desk file rules. Provide correct and relevant information to callers according to call paths and all other resources provided. Communicate effectively with clinical and administration staff via email or call transfers when appropriate. Work as part of the team to contribute to the achievement of the Customers Service Team objectives, including Grade of Service: 75% of calls answered within 20 seconds Call transfer rate: 10% or less Call abandon rate: 5% or less Respect, sensitivity, cultural awareness is evident in interpersonal relationships. Honouring Diversity Our differences are acknowledged by respecting spiritual beliefs, cultural practices and lifestyle choices. Utilise Information Technology Demonstrate an ability to access and use available clinical information systems. Is conversant with applications required for specific discipline/role. For example, i.pm, Concerto, Outlook, etc. Maintains own professional development by attending relevant IT educational programmes. Position description: Counties Manukau Health 4
COMMUNICATION AND INTERPERSONAL SKILLS Will be required to interact on a regular basis with a range of Counties Manukau Health staff members including: Appointment Co-ordinators, Nurses, Patient Care Assistants, Nurse Co-ordinators, Interpreting Service Externally there will be contact with: Patients, families, caregivers, GPs, other healthcare providers in the community. Situations may often call for tact, diplomacy and will require information to be handled in a discreet and sensitive manner. In conflict situations will be required to exercise sound judgement, negotiation and persuasiveness skills, toward facilitating a workable outcome. PROBLEM COMPLEXITY Will be regularly challenged by a wide range of customer queries, including complaints. There will be a requirement to be able to prioritise issues and negotiate time frames, while still providing a quality customer service. The range of problems will be diverse and require solutions based on information provided in the Call Paths and Desk Files to meet the needs of the patient. There will be demands to meet deadlines, maintain accuracy and quality of information. Failure to do so could impact on the organisation in terms of appointment attendance, patient experience, and clinical outcomes. Will refer to the Floor Walker, Quality Co-ordinator or Team Leader for advice or an second opinion. SCOPE FOR ACTION Are empowered to make decisions or recommendations according to the Call Paths and Desk Files provided. Are encouraged to use initiative and problem solving skills to provide excellent customer service and enhance the patient experience. Discretion is required to be exercised in releasing confidential information to the appropriate parties. DIMENSION OF THE POSITION Will be responsible to the Team Leader for the achievement of agreed objectives and operates within the confines of Counties Manukau Health. Position description: Counties Manukau Health 5
PERSON SPECIFICATIONS (requirements for the role) Minimum Preferred Qualifications NCEA Level 2 or equivalent Knowledge of hospital environment and medical terminology desirable but not essential Experience (including years) Customer service experience (Minimum of 2 years) Skills/Knowledge/ Behaviour Personal Qualities Excellent telephone manner Effective English language verbal and written communication skills Proficient in use of computer software including Microsoft Outlook Time management skills Attention to detail Accuracy Positive, confident approach to customer service likes dealing with people over the telephone Treats people with respect and dignity Friendly and courteous Honest and reliable Punctual Respect for individuals from diverse backgrounds Able to embrace change and implement new processes Follows directions Able to work without direct supervision Capable of working under pressure Able to maintain a calm and confident manner with difficult customers Responds constructively to feedback Works well with colleagues in a team environment Call Centre experience Health care or Medical Centre experience Advanced customer service skills Skilled in use of multiple computer applications and dual monitors Problem solving skills Innovative Flexible Sets goals Accepts and seeks extra responsibilities Takes responsibility for own learning and development Position description: Counties Manukau Health 6
HEALTH AND SAFETY ACCOUNTABILITIES Health and Safety (H&S) is a key accountability of all Counties Manukau Health (CM Health) staff. All CM Health Employees are responsible to: Zero Harm Engage in safe workplace practices and take care of the health and safety of themselves, other employees and people in the workplace Risk Management Safety Management System Requirements Work Safely Identify, evaluate and report all hazards and incidents they are aware of in the workplace Adhere to apply risk controls, identified in risk assessments, such as Safe Operating Procedures Follow safety instructions Stop work when there is an immediate risk of serious harm and notify the appropriate manager Ensure nothing they do or don t do will cause harm to themselves or others Understand and follow CM Health s Occupational Health and Safety policies, Health and Safety regulations, and personal responsibilities as outlined by these policies Follow all Occupational Health and Safety policies and procedures Report for duty in a fit state, free from the influence of alcohol or other drugs Participate in consultation activities regarding matters affecting your health, safety and wellbeing Wear the required Personal Protective Equipment when undertaking specific activities, or when in nominated areas Operate clinical or plant equipment safely Participate in relevant safety training, and maintain safety related competencies If relevant to your position, be in possession of required and current Certificates of Competency Position description: Counties Manukau Health 7