Lead Customer Care Associate (Outpatient), Full-Time, Day Shift

Centered in the heart of San Joaquin County, Adventist Health Lodi Memorial has been one of the area's leading healthcare providers since 1952. We are comprised of a 190-bed hospital, 17 medical offices, home care services, comprehensive cancer care and a vast scope of award-winning services located throughout Lodi and the surrounding areas. Lodi is known for its small-town charm, extensive vineyards and delicious local restaurants and bakeries. The allure of Lodi's close-knit community is complimented by its proximity to major metropolitan cities in the Bay Area and Sacramento, as well as a quick drive to Lake Tahoe or the Northern California coast.

Job Summary:

Supervises basic reception and patient intake duties of clinic. Facilitates non-medical services offered to patients. Provides communication, information, assistance and coordination to patient/visitor/employee/physician inquiries. Ensures patients/guests have a pleasant experience during their visit at the clinic.

Job Requirements:

Education and Work Experience:

• High School Education/GED or equivalent: Preferred
• Associate’s/Technical Degree or equivalent combination of education/related experience: Preferred
• Five years' relevant experience: Preferred
• One year's customer service experience, preferably in a healthcare environment or training in a hospitality industry.: Preferred

Essential Functions:

• Provides guidance to staff while overseeing customer services for guests/patients of clinic. Greets customers upon arrival and provides pertinent check- in information to service departments. Provides administrative support by answering phone calls when needed. Maintains inventory of visitor badges and clips.
• Performs quality control checks of general front desk and waiting areas to ensure that clinic cleanliness and comfort standards are upheld. Coordinates procedures, or development of new services, which affect the customer team and other supporting departments. Participates in ongoing cross-services performance improvement teams.
• Updates department and Medical Center on any pertinent communication. Verifies and updates schedules. Creates and maintains rough draft schedules and assists in finding coverage for "call offs". Assists with orienting and providing on-the-job skills training to others.
• Handles day-to-day visitor complaints and escalates them when necessary. Works on assignments that are considerably difficult requiring judgment in resolving issues or in making recommendations.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.

Adventist Health is a faith-based, nonprofit, integrated health system serving more than 90 communities on the West Coast and Hawaii with over 400 sites of care, including 26 acute care facilities, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of 37,000 includes employees, physicians and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.