Customer Care Assistant (GMG/AM 1) - Black River Hospital

Job Purpose:

The incumbent will be responsible for collecting and providing client related information and providing direct assistance to clients in accordance with established standards. The incumbent will facilitate a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter. 

Qualifications and Experience:

• Four (4) GCE O’ Level/CXC subjects inclusive of English Language and Mathematics
• Training in Customer Service and Emotional Intelligence 

Required Knowledge, Skills & Competencies

• Working knowledge of public hospital/health centre systems and practices 
• Excellent knowledge of customer service principles and guidelines 
• Ability to develop and maintain positive and cooperative working relationships 
• Excellent oral and written communication skills 
• Knowledge of Government guidelines as it relates to procedures 
• Well-developed human relations and emotional intelligence skills 
• Knowledge of Microsoft Word and Excel 
• Excellent time management skills 
• Security conscious, flexibility and confidentiality 
• Problem solving skills 

Key Responsibilities will include:

• Greeting and interacting with patients/relatives and visitors to the Hospital. 
• Collecting personal information from client and log onto the prescribed forms and systems.
• Assigning patient number to client, distribute patient services card and refer to triage nurse for the completion of vital signs. 
• Displaying compassionate support to all patients regardless of their situation. 
• Reporting serious challenges to your Supervisor in a timely manner. 
• Referring patients showing signs of deteriorating health and/or excruciating pain to clinical personnel for intervention. 
• Monitoring waiting time of patients in assigned areas and intervene where possible. 
• Keeping patients informed of possible causes of extended waiting hours as directed.
• Disseminating questionnaires to solicit feedback on the services offered. 
• Influencing customer service interaction by displaying and maintaining professionalism and courtesy to all. 
• Communicating relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital. 
• Logging client complaints and refer for the appropriate resolution. 
• Identifying patients with special needs and informs Supervisor accordingly for intervention.
• Assisting members of staff who need clarification on services and ensure compliance with the regulations. 
• Alerting the security guards to any unusual or suspected unsafe situations that may be observed.
• Identifying problems within scope of responsibility in the shortest possible time and refer those outside of scope of responsibility to the Supervisor.

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.