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Patient and Guest Services Specialist

Patient and Guest Services Specialist

DCH Health SystemTuscaloosa, AL, US
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Patient And Guest Services Specialist

Patient and Guest Services Specialist is responsible for all Guest Services functions of the assigned DCH Health System location(s).

Responsibilities

  • Deliver the highest level of customer service in all situations.
  • Create a great first impression and patient experience for all patients, visitors and DCH caregivers.
  • Maintain professional appearance and attitude to present a positive image
  • Answer questions and provide directions to navigate the facility or other customer needs.
  • Provide update and directions regarding patient's upcoming appointments and procedures
  • Maintain understanding of healthcare environment and patient and guest complexity
  • Utilize computer to access patients list, email and other program to assist patients, visitors and DCH care givers.
  • As assigned, conduct rounding to ensure visitor satisfaction
  • Utilize assigned phone, cell phone if applicable to communicate with our patients and customers.
  • Keep office and surrounding area neat, clean, functional and appealing at all times.
  • Retrieve wheelchair inventory from the Hospital and Outpatient buildings and secure daily to maintain the equipment inventory.
  • Clean and sanitize wheelchairs between each use.
  • Report and track any wheelchair repair needs.
  • Assist with transporting patients in a safe, comfortable, courteous and efficient manner by wheelchair throughout the Medical Center. Must be certified in wheelchair transportation either via motorized or non-motorized chair.
  • As assigned, unlock the emergency elevator for the patient escort in the Medical Tower and the Hospital.
  • Assist with maintaining equipment in good working order and keeps it in proper place.

DCH Standards :

  • Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
  • Performs compliance requirements as outlined in the Employee Handbook
  • Must adhere to the DCH Behavioral Standards including creating positive relationships with patients / families, coworkers, colleagues and with self.
  • Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
  • Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
  • Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
  • Requires use of electronic mail, time and attendance software, learning management software and intranet.
  • Must adhere to all DCH Health System policies and procedures.
  • All other duties as assigned.

    • Qualifications

  • High School diploma or GED required. Associate Degree preferred
  • Hospitality, Customers Services, Healthcare Experience preferred.
  • Must be a customer service-oriented person.
  • Must be able to read, write legibly, speak and comprehend English.

    • WORKING CONDITIONS

    WORK CONTEXT

  • Frequent work with others : deals with internal and external customers, face-to-face discussion, email and telephone communications. Possible dealings with unpleasant or angry people and conflict situations Valet / resolution
  • Ability to work in a fast-paced on occasion

    • PHYSICAL FACTORS

  • Must be able to sit, stand, walk, kneel, sit, crouch or stoop with good balance for extended periods of time.
  • Medium work. Exerting up to 50 pounds of force occasionally, and / or up to 30 pounds of force frequently, and / or up to 10 pounds of force constantly to move objects.
  • Must be able to assist customers in getting into and out of the vehicle when necessary.
  • Ability to push / pull objects over carpeted floors, concrete ramps, and on varied surfaces.
  • Must be able to operate a telephone and wheelchairs.
  • Must be able to perform the duties with or without reasonable accommodation.
  • Hearing and vision must be normal or corrected to within normal range.
  • Physical presence onsite is essential.
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    Patient Service Specialist • Tuscaloosa, AL, US