Patient Relations Info Asst

Major Responsibilities:

• Oversee Hospital Information Desks weekdays, weekends and holidays.
  •     1)Supervise and direct welcoming of guests, associates and partners to respective destinations. Escort or transport patients to their destinations as needed.
  •     2)Maintain Visitor Policy and Procedure ( issue visitor passes, notify Administration of Regulatory Agency Inspector visits, check patient rooms on computer, etc…).
  •     3)Answer phones courteously and give clear, accurate information.
  •     4)Register flower deliveries as needed.
  •     5)Provide directions (verbal, physical, written, visual) to hospital areas and departments according to hospital standards.
  •     6)Resource for customer service/concierge inquiries.
• Accountable for all “customer service” related duties as needed, required or determined per individual situation.
  •     1)Assist Patient Relations Department with various duties as assigned ( data entry, clerical work, service recovery follow-up, lost belongings).
  •     2)Uniform communication of “service excellence” initiatives.
  •     3)Secondary resource for “customer service” inquiries.
  •     4)Assists with special projects and paperwork for the department.
• Provides a variety of other services and/or performs a variety of other tasks in order to assure that guest’s need are not only met but exceeded. Also, ensure that the hospital environment is safe, clean, friendly, efficient and supportive of hospital activities in general.
  •     1)Provide necessary information to internal/external customers as needed.
  •     2)Notifies appropriate department of work environment needs (i.e. housekeeping needs, emergency situation response needs such as leaks and significant water spills, physical building needs, painting needs, floor cleaning needs, light fixture repair or replacement needs, etc.)
  •     3)Performs duties as assigned by the department Leadership.
  •     4)Provide supervision of communication between department areas and respective waiting room patients and patients families.
• Supervise, train and coach volunteers/volunteens working at the Information Desk to enhance excellent customer service standards through communication, troubleshooting, education and service recovery.
  •     2)Provide supervision/guidance to ensure that the volunteers/volunteens maintain strong customer service skills that are consistently displayed.
  •     1)Provide consistent training/guidance when working with volunteers/volunteens to ensure they have a strong knowledge base of hospital operations.
• ONGOING……..To model the concept of “customer service” while performing all related job duties.
  •     3)Act as the secondary resource for all hospital associates and partners in customer service matters as well as acting in the role of guest advocate for all internal and external guests.
  •     1)Assist the Manager and/or the Lead Rep of Patient Relations in the development of "customer service excellence" standards and initiatives that not only meet but also exceed customer expectations.
  •     2)Assist in establishing "customer service standards" policies and procedures.

Education/Experience Required:

• High school graduate or equivalent Experience with volunteer management preferred Experience in hospitality management preferred 2 years experience in direct customer service preferably in a healthcare environment

Knowledge, Skills & Abilities Required:

• Excellent communication skills Excellent customer service skills Basic knowledge of keyboard familiarity Basic telecommunication system skills and knowledge Strong organizational skills
• This position may need to recognize needs and behaviors of specific age groups of patients treated and customers transported.

Physicial Requirements and Working Conditions:

• Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs. Ability to maintain composure and professional behavior in stressful situations. Must present a clean, well groomed,professional appearance at all times Must be able to work weekends, holidays (day and evening hours) May be called into work with little prior notice.
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.