Patient Experience Representative - Guest Services

Description

JOB SUMMARY

Acts as liaison between patients, families, visitors, and staff in Hospitel, Surgical Family Waiting and Surgicare with goal of enhancing personal service and achieving patient satisfaction. Responsible for communicating with patients, family members and visitors for non-medical requests, complaints, and compliments.
GENERAL REQUIREMENTS

Adheres to the hospital and departmental attendance and punctuality guidelines
Performs all job responsibilities in alignment with the core values, mission and vision of the organization
Performs other duties as required and completes all job functions as per departmental policies and procedures
Maintains current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs)
Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.
Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs. For non-clinical areas, has attended training and demonstrates usage of age- specific customer service skills.
May require working weekends and alternate shifts.
WORKING CONDITIONS

General environment: Works in a well-lighted, air-conditioned area, with moderate noise levels.
May be exposed to limited hazardous substances or body fluids, or infectious organisms.
May be required to change from one task to another of different nature without loss of efficiency or composure.
Periods of high stress and fluctuating workloads may occur.
May be scheduled as needed including overtime

Qualifications

EDUCATION REQUIREMENTS

High School Diploma or GED (Required)
2 year / Associate Degree (Preferred)
EXPERIENCE REQUIREMENTS

2 - 3 years Experience in Service excellence and (or) healthcare environment (Required)
CERTIFICATIONS AND LICENSURES

Required Certifications and Licensure: Basic Life Support (BLS) must be obtained within 6 months of hire.
GENERAL SKILLS

Organizational Skills
Communication Skills
Interpersonal Skills
Customer Relations
Analytical
Grammar / Spelling
Read / Comprehend Written Instructions
Follow Verbal Instructions
Basic Computer Skills
Problem Solving Skills
PHYSICAL REQUIREMENTS

Have near normal vision - Clarity of vision (both near and far), ability to distinguish colors
Have good - manual dexterity and eye-hand-foot coordination
Ability to perform - repetitive tasks/motion
PHYSICAL DEMANDS

Standing - Continuously within shift (67-100%)
Walking - Continuously within shift (67-100%)
Sitting - Frequently within shift (34-66%)
Twist at waist - Occasionally within shift (1-33%)
Pushing/Pulling - Occasionally within shift (1-33%)