Patient/Guest Relations Representative - Conc and Volunteer Svcs

Essential Duties

• Greets our colleagues, our patients, their families and visitors with a kind greeting following the KNOWN Service Standards.
• Provides accurate directions and assistance to patients going to physician offices and other Health Science Campus buildings.
• Provide concierge services including, but not limited to driving directions and information regarding resources in the surrounding community; reservation assistance for lodging, transportation and restaurants; assistance with personal services such as entertainment, shopping, flowers and gift requests; arrange for business services such as banking information, faxing and copying services; transport patient luggage as needed ensuring that it is delivered to the correct person; coordinates taxicab voucher requests accurately and in accordance to hospital policy;
• Participates in Welcome Rounds for all of our new patients following patient experience protocols.
• Provides accurate information regarding meeting room locations, hospital parking, visiting regulations, cafeteria hours and hospital services.
• Congrates the flow of surgical information between physicians and surgical staff and the appropriate patient family members/guests. Distributes pagers to patient families as needed. Accurately records patient family contact information and distribution of pagers
• Completes hourly rounds of the lobbies and patient and family resource centers. Ensures that the first floor public spaces are kept in a condition that is appropriate for the facility.
• Alerts security of any problems and provides information as needed.
• Congrates the flow of surgical information between physicians and surgical staff and the appropriate patient family members/guests. Distributes pagers to patient families as needed. Accurately records patient family contact information and distribution of pagers
• Directs any complaints or concerns to the appropriate hospital personnel in an efficient manner.
• Alerts the marketing department of the presence of any media personnel and directs all vendors to Materials Management in accordance to hospital policy.
• Provides wheelchairs as requested following hospital policy.
• Distributes flowers, mail and packages with accuracy.
• Distributes visitor passes in accordance to hospital policy.
• Distributes volunteer meal tickets appropriately and in accordance to hospital policy.

Required Qualifications

• Req High school or equivalent
• Req 1 year in customer service (preferably in a healthcare facility and/or as a Corporate Concierge setting).
• Req Excellent public relations.
• Req Demonstrates excellent customer service behavior.
• Req Demonstrates excellent verbal and written communication skills.

Preferred Qualifications

• Pref Bilingual English/Spanish.
• Pref Associate's degree in a related field