What are the responsibilities and job description for the Patient/Guest Relations Representative position at MEDSTAR HEALTH?
Job Summary
Serves as a primary contact to patients, family members, or visitors. Provides appropriate information regarding patients and location of services and may direct or escort patients or guests to those locations. Seeks to solve patient/guest problems and/or complaints or escalates to other personnel when needed. May be responsible for the issuance of identification badges to associates, vendors and contractors. May receive, prioritize and dispatch emergency and non-emergency calls for security services. Patient and Guest Relations Representatives are essential associates in a 24/7 environment and may be required to be flexible with scheduling and work “off-shifts.”
Minimum Qualifications
Education/Training
High school graduation or equivalent.
Experience
1 year of job related experience.
License/Certification/Registration
Must successfully complete all MedStar initial training related to violence prevention, de-escalation and crisis prevention intervention.
Knowledge, Skills & Abilities
Verbal and written communication skills. Strong interpersonal skills. Organization and the ability to handle rapid multi-task situations. General office experience strongly preferred. Basic computer skills preferred.
Primary Duties and Responsibilities
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Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
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Welcomes patients and visitors to the hospital. Provides information and directions to locations throughout the hospital for patients and guests.
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May coordinate transportation services and/or escorts patients/visitors/staff as necessary. Accesses computer terminal for patient information regarding admissions, transfers, and discharges.
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May issue photo identification badges to associates, vendors and contractors.
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Oversees the entrances to the facility, offering assistance and services as guests enter. May assist with parking (valet parking, distributing discount parking coupons, and validation for free parking).
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May arrange overnight accommodations within the hospital. Checks guests in/out, collect money for accommodations, make deposits, provide/arrange guest services such as wake up calls, rides/directions to various locations, and escort service. May also arrange for overnight accommodations at local area hotels.
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If assigned to a specific department, monitors the waiting areas, interacts with doctors, family members and patients. Provides coffee, answers questions, and seeks to resolve difficulties/issues or sees that they are resolved.
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May take patient and visitor complaints; resolve simple complaints; refers complicated complaints to patient advocates, supervisor and/or affected department(s); and assures follow-up.
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May orient volunteers to staff the information desks located throughout the facility.
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Monitors appearance of lobbies, waiting areas, elevators, and entrances.
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Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multi-disciplinary quality and service improvement teams.
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Performs other duties as assigned.
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.
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