Guest Services Liaison/Staff Assistant

Duration: 6 months to start

Job Description

• Provides current information concerning patient location to visitors, telephone inquiries and staff.
• Greets visitors, patients and directs them to various areas of the Center.
• Monitors the elevators in the lobby area and explains visiting policy to visitors.
• Provide clerical and administrative support to the Director of Patient Relations.

Essential Duties:

• Investigates and provides information regarding current location of patients through use of client systems and communication with Admitting, Nursing Units, Urgent Care, Operating Room, PACU, PSC, and SDH.
• Performance Expectations: Identifies urgent calls and hand delivers messages immediately or uses the paging system.
• Keeps track of messages that Patient Representatives have not picked up in a timely manner or are duplicate calls and pages them when appropriate.
• Responds to and triages all calls and walk-in requests to the Patient Representative Department from patients, families, and staff.
• Provides immediate assistance/management of inquiries when appropriate.
• Determines nature of request for patient location information by asking questions of caller, visitor, or patient.
• Locates patient through use of available resources (e.g., client systems, Admitting Office, Urgent Care).
• Directs caller/visitor to correct phone number/room.
• Transfers call to patient by clearly stating to caller that call will be transferred and giving direct number to caller.
• Always honors confidentiality of blocked information by telling caller or in person inquirer there in no information on a patient with that name.
• Informs other departments of changes with appropriate (e.g., informs Admitted Office if patient's room has been changed).
• Investigates and provides information regarding current location of patients through use of the client's systems and communication with Admitting, Nursing Units, Urgent Care, Operating Room, PACU, PSC, and SDH.
• Identifies urgent calls and hand delivers messages immediately or uses the paging system.
• Keeps track of messages that Patient Representatives have not picked up in a timely manner or are duplicate calls and pages them when appropriate.
• Responds to and triages all calls and walk-in requests to the Patient Representative Department from patients, families, and staff.
• Provides immediate assistance/management of inquiries when appropriate.
• Determines nature of request for patient location information by asking questions of caller, visitor, or patient.
• Locates patient through use of available resources (e.g., client systems, Admitting Office, Urgent Care).
• Directs caller/visitor to correct phone number/room.
• Transfers call to patient by clearly stating to caller that call will be transferred and giving direct number to caller.
• Always honors confidentiality of blocked information by telling caller or in person inquirer there in no information on a patient with that name.
• Informs other departments of changes with appropriate (e.g., informs Admitted Office if patient's room has been changed).
• Directs waiting family and friends to conference rooms when necessary (e.g., distraught/highly emotional or large families, surgeon request).
• Acts as a welcoming resource for all visitors to the Center.
• Gives clear and accurate directions/information on location and functions of relevant departments and staff.
• Informs visitors or relevant policies and procedures such as hours and privileges of visitation.
• Directs visitors to local facilities (e.g., hotels, restaurants, garages) for visitor convenience using available resources (e.g., menu book of restaurants, hotel guide).

Required Skills & Experience:

• Two to four (2-4) years of experience required.
• Intermediate Verbal Communication Skills.
• Intermediate interpersonal skills.
• Beginner computer skills.
• Required Education: HS Diploma/GED required.

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