Guest Relations Associate-Patient Relations

Job ID

68705

Location

Aurora, Colorado

Full/Part Time

Full-Time

Regular/Temporary

Regular

Why Work at Children's....

Here, it’s different. Come join us.    

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation’s brightest nurses, physicians, scientists, researchers, therapists and care providers are creating the future of child health. With an optimist’s outlook, a trailblazing spirit and a celebrated history, we’re making new strides every day.

We’ve been Magnet-designated three times by the American Nurses Credentialing Center and are consistently recognized among the nation’s top 10 pediatric hospitals by U.S. News & World Report. 

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 12 specialty care centers, 400 outreach clinics and 7,000 healthcare professionals representing the full spectrum of pediatric care specialties.

We need your expertise.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it’s different. Do you have what it takes?

Additional Information

Department: Patient Relations

Hours per week: 40, eligible for benefits

Shift: Monday through Friday, day shift. Hours may vary.

Job Overview

The Guest Relations Associate provides high level customer service support to patients, family members, and visitors while performing the tasks of checking in and health screening all visitors to Children’s Hospital Colorado (CHCO) facilities.  The Guest Relations Associate facilitates the Patient-Family Experience across the enterprise and is responsible for ensuring that visitors to the hospital are pre-approved and guided to the appropriate location.  Duties may include, but are not limited to, greeting and directing patients and families to their destination; utilizing the Visitor Management System to verify visitor status and generate visitor badges; accessing Epic to confirm visitor authorization; and de-escalating difficult situations with patients, families, and visitors. This position also maintains the orderly, professional, efficient operation of the hospital’s Visitor Management Program under minimal supervision.

Responsibilities

Population Specific Care

No direct patient care.

Essential Functions

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

Ensures every visitor completes mandatory health screening and is cleared to continue to proceed through facility; records health screening for all visitors in Visitor Management System.

Utilizes the Visitor Management System to verify visitor status and create visitor badges as appropriate.

Serves as an ambassador for CHCO by providing high level customer service support and assistance to patients, families, visitors and internal team members. Models respect, courtesy, and professionalism at all times.

Adheres to and enforces expectations regarding visitors to the hospital as outlined in the Visitor Access Policy and Procedures document; verifies authorized visitors in the medical record system (Epic) and begins patient registration process as applicable.

Provides first level de-escalation of difficult situations with patients, families, and visitors. Supports patient safety by adhering to and enforcing all infection control policies and safety guidelines; keeps all immediate areas clean and organized.

Escorts all visitors to their destination.

Other Information

SCOPE AND LEVEL

Guidelines: Trains in the field and assists higher level personnel to acquire learning through practical experience. 

Complexity: Performs routine and/or basic tasks common to the field. Procedures, methods, and techniques to be used are well established with options to be considered well defined.  Tools, work aids, and materials to be used are specified. 

Decision Making: Duties assigned are primarily routine, repetitive, and restricted in intricacy with little or no discretion in how they are carried out.

Communications: Contacts with team members, clients or the public where factual information relative to the organization or its functions are received, relayed, or a service rendered according to established procedures or instructions.

Supervision Received: Under close supervision, the employee receives training to develop skills and abilities in a specific line of work or general occupational area.  Work product is subject to close, continuous inspection.

Qualifications

EDUCATION – High School Diploma or equivalent.

EXPERIENCE – One year of administrative and customer service experience in an office or clinical setting.

EQUIVALENCY – A relevant associate or bachelor’s degree may substitute for the required experience on a year for year basis.

Physical Requirements

Ability to Perform Essential Functions of the Job

Audio-Visual: Color Discrimination – Fair

Audio-Visual: Depth Perception – Fair

Audio-Visual: Near Vision: Good

Audio-Visual: Far Vision: Good

Audio Visual: Hearing: Good

Motion: Bend : Up to 1/3 of the time

Motion: Reach up to 1/3 of the time

Motion: Carry up to 1/3 of the time

Motion: Pull up to 1/3 of the time

Motion: Push up to 1/3 of the time

Weight Lifted/Force Exerted: Up to 10 lbs. or more, up to 1/3 of the time

General Activity: Stand/Walk up to 4hrs a day

Use of hands/feet: Precise Motion Function (or fine manipulation)

Work Environment

Equipment: telephone, computers, fax machines, copiers, reading reports/graphs

Exposure: Exposure to blood/body fluid: Occasional

Exposure: Exposure to cold/heat: Occasional

Exposure: Exposure to infectious disease: Occasional

Mental and Emotional Requirements:  Manages stress appropriately

Mental and Emotional Requirements: Works with other effectively

Equal Employment Opportunity

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation.  Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

Salary Information

Annual Salary Range (Based on 40 hours worked per week): $35,279.28 to $52,918.92

Hourly Salary Range: $16.96 to $25.44

Benefits Information

As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, 403b employer match (retirement savings), and a robust wellness program.