Description

Job Summary The Guest Services Patient Representative acts as liaison between patients, families, visitors and staff for the inpatient and the Emergency Center, with the goal of enhancing the overall customer experience. Meets and greets all new inpatient admissions and their family. Communicates with patients, family members, and visitors regarding non-medical requests, complaints, and compliments. Assists nursing personnel with non-clinical patient care requests as needed. Identifies opportunities for service/quality improvement and acts as an intermediary on behalf of the family by facilitating support during crisis situations. Advocate for Press Ganey, ensuring patients/guests are informed of survey tool and modes of delivery. Accountability is monitored through daily productivity logs, leader audits, performance evaluation, and comments from patients, guests, and employees. All activities will be performed in support of the strategy, mission, vision, and values of Phoebe. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate. All activities will be performed in support of the strategy, vision, and values of Phoebe. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate. General requirements

• 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.
• Wears protective clothing and equipment as appropriate.
• May require working weekends and alternate shifts.
• Adheres to the hospital and departmental attendance and punctuality guidelines

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 exposed to physical altercations and verbal abuse
• 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)

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 hearing; Hear alarms/telephone/tape recorder/normal speaking voice
• Have near normal vision: Clarity of vision (both near and far), ability to distinguish colors
• Have good manual dexterity
• Have good eye-hand-foot coordination
• Ability to perform repetitive tasks/motion

Physical Demands

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

Certifications and Licensures

• Required Certifications/Licensures : Basic Life Support (BLS).