Guest Services Specialist I

Job Summary

Serves as a liaison between patients and families and the organization in the facilitating or negotiating of positive outcomes and solutions to needs or concerns.

Responds to the patient, family, staff and community in determining and providing for the needs of patients. Provides information / serves as a resource for Advance Directives and patient rights / responsibilities.

Minimum Qualifications

Minimum Education : High School Diploma or Equivalent

Minimum Years of Experience : 2 Years of working experience in complaint management

Substitutable Education & Experience : None.

Required Certifications / Licensure : Depending on department needs, may be required to obtain necessary Basic Life Support (BLS) and Crisis Prevention Intervention (CPI) within 90 days of hire.

Required Training : Excellent computer skills

Essential Functions

Demonstrates appropriate communication of information to all ages and populations and responds to all customers / patients requests and needs, i.

e. hard of hearing, difficulty walking, small children etc.

Assists patients to various departments as needed by giving directions, escorting them either ambulatory or via wheelchair.

Interviews patients (or their authorized representatives) to obtain demographic information for input into LMC’s Electronic Health Record (EHR).

Responsible for having a complete understanding and working knowledge of how to accurately register patients in LMC’s EHR.

Serves as a resource to listen to patient’s / families compliments and complaints. Researches complaints / concerns regarding quality and or delivery of care and services related to patient care to promote optimum care and satisfaction.

Answers and provides accurate information when answering phone calls.

Directs in-coming callers properly when Call Center is unavailable.

Documents referred calls from LMC’s Action-line regarding complaints and follow-up for complaint management.

Utilizes the service recovery process to resolve complaints (GIFT)

Explains policies and procedures to patients, families and visitors regarding the patient flow through the Emergency Department.

Provides emotional support and guidance to patients and their families.

Assists in contacting Pastoral Care.

Provides directions and escort family members to other areas of the hospital.

Provides temporary oversight of children as needed.

Provides direction to other facilities as necessary.

Duties & Responsibilities

Relays patient’s comments and concerns regarding patients’ condition, i.e. cardiac concerns, difficulty breathing etc. in a timely manner.

Assists and / or arranges interpreter services for patients and families. Acquires adaptive devices when needed / requested.

Performs all other duties as assigned.

Works alongside ED Call Center to serve as a liaison between patients and families and the organization.

Stays knowledgeable of various LMC departments, satellites offices and other agencies.

Maintains a positive and professional image and exhibits excellent customer service to patients, visitors, physicians, and co-workers.

Shows courtesy, compassion and respect and continuously adheres to the Service Expectations Policy.

Provides information regarding Health Care Power of Attorney (HCPOA) and Living Will.

Attends professional training classes to maintain LMC / CMS guidelines.

Acquires certifications pertinent to departmental needs.

We are committed to offering quality, cost-effective benefits choices for our employees and their families :

• Day ONE medical, dental and life insurance benefits
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one. LHI matches dollar for dollar up to 6%.
• Employer paid life insurance equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness
30+ days ago