Patient Relations Info Asst

Patient Relations Info Asst

Requirements

• 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
• Excellent communication skills
• Excellent customer service skills
• Basic knowledge of keyboard familiarity
• Basic telecommunication system skills and knowledge
• Strong organizational skills

Responsibilities

• Oversee Hospital Information Desks weekdays, weekends and holidays
• Supervise and direct welcoming of guests, associates and partners to respective destinations
• Escort or transport patients to their destinations as needed
• Maintain Visitor Policy and Procedure (issue visitor passes, notify Administration of Regulatory Agency Inspector visits, check patient rooms on computer, etc.)
• Answer phones courteously and give clear, accurate information
• Register flower deliveries as needed
• Provide directions (verbal, physical, written, visual) to hospital areas and departments according to hospital standards
• Resource for customer service/concierge inquiries
• Accountable for all ‘customer service’ related duties as needed, required or determined per individual situation
• Assist Patient Relations Department with various duties as assigned (data entry, clerical work, service recovery follow-up, lost belongings)
• Uniform communication of ‘service excellence’ initiatives
• Secondary resource for ‘customer service’ inquiries
• Assists with special projects and paperwork for the department
• Provide necessary information to internal/external customers as needed
• 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.)
• Performs duties as assigned by the department Leadership
• 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
• Provide supervision/guidance to ensure that the volunteers/volunteens maintain strong customer service skills that are consistently displayed
• Provide consistent training/guidance when working with volunteers/volunteens to ensure they have a strong knowledge base of hospital operations
• 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
• 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
• Assist in establishing ‘customer service standards’ policies and procedures

Preferred Qualifications

• Experience with volunteer management preferred
• Experience in hospitality management preferred