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Customer Service Representative / Screener - Omaha, on-call as needed

Madonna Rehabilitation Hospital locationOmaha, NE
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244 positions
244 positions
info linkReport a probelm Originally Posted : September 17, 2021 | Expires : October 2, 2021


Job Location
Omaha, NE, United States


Job Title: Customer Service Representative / Screener
Job Code: 880393
Location: Omaha
Status: Hourly


Provides customer service to all entering Madonna facilities as the first source for directions and assistance to those in need. Provides directions and guidance and information to visitors, patients, residents and staff and external parties with excellent customer service displaying Madonna hospitality with a friendly demeanor. Primarily performs basic duties which includes in-person direct verbal communication as well as by telephone following Madonna confidentiality policies and HIPAA regulations. During time of the COVID19 pandemic, completes active screening process to all individuals entering the facilities, including asking screening questions, giving temperature checks and/or kiosk assistance for employees, patients, vendors, caregivers, visitors and others entering the facility for a variety purposes. Provides assistance with special projects and events as assigned which may require computer data entry, stuffing envelopes and packets and providing coordination and organization of various materials. Assists with ensuring packages, flower, and food deliveries are communicated and/or delivered by or picked up by appropriate parties in a timely manner. Assists with training other staff and volunteers as assigned. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures. Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.


  1. During time of COVID â?? 19 pandemic, provides necessary screening, masking and facility access information to patients, vendors, caregivers/visitors and employees and all others entering the facility. Assists with and answers questions regarding screening kiosks.
  2. Maintains confidentiality of patient and other Madonna information following Madonna policies, procedures and HIPAA regulations.
  3. Responds to emergency codes using proper procedures assisting others in the area to do the same.
  4. Maintains knowledgeable about Madonna through reading of the Madonna Hub, Independent, checking the lobby information book and other information offered by Madonna.
  5. Keeps area neat, clean and organized.
  6. Complete clerical or project work as assigned which may include computer data entry, organizing materials and/or mailers.
  1. Greets people and verbally shares information. Provides guidance to patients, visitors and Madonna staff and all others in a pleasant and friendly as well as informed manner.
  2. Performs various tasks such as taking messages or giving directions/instructions, to internal and external parties.
  3. Provides assistance to volunteers.
  4. Assist with training other staff and volunteers as assigned.
  5. Follows instruction from supervisor to perform other functions as assigned in order to achieve the goals of Madonna.
  1. Answers telephone and writes or emails messages in order to efficiently relay calls or messages to others.
  2. Operates screening tools including thermometers (ultraviolet as well as manual), screening kiosks, or other screening tools as assigned.
  3. Frequent cleaning and sanitizing of screening items including kiosks, screen stylus, thermometers, and other tools.
  4. Operates computer to compile and coordinate reports or correspondence and communicate effectively.
  5. Operates telephone, copy and fax equipment if assigned, as well as tools to take telephone and in-person messages on paper ensuring proper delivery
  6. Assists with station set-up when needed for special projects or screening as needed.
  7. Assists with packages, flowers, and other items delivered are picked up or delivered to appropriate parties
  8. Maintains and ensures a safe and clean environment. Handles and operates all necessary equipment and performs required duties according to established safety standards to maintain compliance with regulations and prevent injury.
  1. This position is performed indoors.
  2. Frequent and/or continual sitting throughout work shift with some variation dependent upon customer needs.
  3. Frequent standing throughout the work shift to assist others when screening during peak periods of the shift.
  4. Frequent handling of papers, pens, operating computer, screening kiosk, telephone, with simple grasping.
  5. Frequently talking and hearing ordinary tones for conversational speech in person or on the telephone.
  6. Frequent repetition for projects and frequent interruptions.
  7. Must be able to adjust to shifting priorities and handle customer service with sensitivity as well as collaboration with others in the facility when needed.
  8. Requires sufficient sight to see and read reports, printed materials and computer screen.
  9. Requires sufficient hearing and speaking to communicate effectively by telephone or in person verbally.
  10. Must demonstrate a friendly smile and approachable demeanor at all times.
  11. Must be able to be within close proximity of angel dogs entering and within the facility as well as close proximity to flower fragrance during peak events during the year
  12. Must be able to respond to emergency situations and direct others in the area in order to comply with emergency preparedness or unforeseen circumstances in a calm and helpful manner.
QUALIFICATIONS (Education/training and/or Experience)

High School diploma or equivalency required. Experience in customer service or medical environment requiring frequent public interaction preferred. Must have excellent customer service and problem solving skills. Excellent communication skills required including verbal, telephone, and written. Must be able to work independently, as well as in collaboration with others. Must have the ability to operate standard office equipment and computer. Must be able to work with the public without adverse reaction in a variety of situations. Must interact in a positive and friendly informed manner at all times with staff and public, either in person or by telephone. Must be at least 18 years of age.


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