Description
The Patient Experience Representative provides caring, compassionate and helpful customer service to patients and their families by providing comfort measures through continual rounding and communication with the clinical team and support services. Works cooperatively with all hospital departments and clinics to deliver optimal service to patients, families, and guests and to serve as a central point of contact by greeting and assisting all individuals entering the hospital to ensure the finest in hospitality and customer service is consistently provided.
ESSENTIAL FUNCTIONS (include, but not limited to the following)
- Greets all guests and provides proper directions, instructions, and information based upon guest needs. Provides guidance to patients and visitors to various department locations and directs guests using facility maps or other aids to appropriate locations. Escorts guests to destination as needed
- Anticipates the needs of patients, guests, and visitors and takes proactive measures to ensure their satisfaction, including but not limited to; Arranges for patient and visitor transports. Communicates codes, alerts, drills, and other announcements according to established policies and protocols, including disaster management plans
- Handling of individuals presenting with complaints in a professional and courteous manner by navigating those customers through the appropriate channels to address their concerns, including but not limited to offering Patient Experience Management contact information, utilizing the chain of command to address situations of more urgent necessity, etc.
- Surveys lobby and surrounding area ensuring it is inviting and that visitors are being assisted as they enter.
- This position, which is high visibility to employees, patients and the general public, requires high standards in the area of courtesy, service and personal appearance
- Establishes a rapport with the patient and family to learn what is the most important to them in their hospital experience and their preferences. Communicates findings to the appropriate healthcare team members.
- Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families
- Assists in cross trains Ambassadors to be able to work in all registration areas.
- Provides assistance to patients and visitors by obtaining wheelchairs, or other services as needed.
- Assist with clerical, registration/admissions and communication for efficient and effective operations. Ensures complete confidentiality and assures total satisfaction with the patient and visitors at SCAHC.
- Coordinates and communicates with the Emergency Department Charge Nurse (RN) regarding issues that may arise with a patients and/or family’s experience; and assist with resolution.
- Performs other duties as assigned.
Requirements
- Three years of prior customer service experience, required
- Customer service experience in healthcare, preferred
- High School Diploma or GED Equivalent, required
- Associates Degree in Public Relations, Marketing or equivalent, preferred
Indian Preference and Equal Employment Opportunity
SCAHC gives preference in hiring to San Carlos Apache Tribal members and other Native Americans in accordance with the San Carlos Apache Tribe’s Tribal Preference Policy, as set forth in Section 402 of the Tribe’s Human Resources Department Policies and Procedures Manual. Otherwise SCAHC does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect him/her because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, citizenship, veteran status, military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, SCAHC complies with all applicable federal, and Tribal laws governing nondiscrimination in employment.