PURPOSE OF THIS POSITION
The purpose of the Patient Access Guest Relations - Wellness Park position is to greet and coordinate the efficient flow of customers at the Guest Reception area with hospitality and professionalism.
Presents a desire to be of assistance to guests and associates with a service excellence attitude. This position is also responsible helping patients utilize the self-check-in process.
JOB DUTIES / RESPONSIBILITIES
Duty 1 : Greets individuals, determines their needs, monitors and tracks traffic flow using excellent and timely communication skill.
This would include but not limited to rounding in designated lobbies, escorting patients to the correct location, and working with Patient Access and Volunteer Services.
- Duty 2 : Demonstrates good positive communication skills, able to communicate daily via telephone, fax, email to physicians, referring physicians, offices, patients and interdepartmental staff to ensure satisfaction of those we serve.
- Duty 3 : Maintains a well-groomed appearance within guidelines determined in the BVHS Appearance Policy.
- Duty 4 : Shows initiative. Tasks are completed before the end of shift and aids in the preparation for the next day. Uses time wisely, does not allow for unimportant interruptions.
Able to multi-task, prioritize work, and complete it in a timely manner.
Duty 5 : Assist patients while they use the self-check-in process on their cell phones, or the remote device provided by BHVS.
Must be able to explain how to use the system to the patient and answer questions they have.
- Duty 6 : Must be able to look up patient in the EHR to determine where / when their appointment is scheduled if you do not find them on the daily schedule when they check in.
- Duty 7 : Demonstrates knowledge of the department and management line of authority and follows proper lines of communication.
Shows good problem-solving skills yet seeks guidance and direction as necessary.
- Duty 8 : Assures confidentiality of patient information at all times as directed within regulations.
- Duty 9 : Acts as liaison between the facility and patient / family to resolve problems and / or address complaints. Explains registration procedures, wait time expectations, hospital policies, and responds to patient and visitor questions / concerns.
Has a strong focus and commitment to Service Excellence and Patient Satisfaction.
Duty 10 : Participates in a variety of unit and hospital educational programs to maintain current skills and competency levels.
Participates in and fully supports new hire and other department training and shadowing. Provides a positive learning environment and compassionate mentoring.
- Duty 11 : Has ability to problem solve and offers assistance as needed to all customer groups.
- Duty 12 : Performs all duties and responsibilities in a manner consistent with and supportive of the mission and value statement of Blanchard Valley Health System.
REQUIRED QUALIFICATIONS
- High school diploma or GED equivalent
- Data entry / PC experience, ability to utilize remote electronic devices
- Professional appearance and hospitality skills required
- Positive service-oriented interpersonal and communication skills required
- Individual must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patient served on his / her assigned unit / department.
The individual must demonstrate knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient status.
Must be able to interpret the appropriate information needed to identify each patient’s requirements relative to their age-specific needs and to provide the care needed as described in the area’s policies and procedures
PREFERRED QUALIFICATIONS
- Medical Terminology
- Patient Access related work (Registration, Scheduling, Patient Advocacy and collections) experience
PHYSICAL DEMANDS
This position requires a full range of body motion with intermittent walking, lifting, bending, climbing, squatting, kneeling, twisting, sitting and standing.
This position does require climbing and sitting for 2 hours per day. The associate must be able to lift 50 pounds and push patients in wheelchairs (100-350 lbs).
This position requires corrected vision and hearing in the normal range. This individual must have excellent eye-hand coordination.
This position is classified at risk for possible occupational exposure to blood borne pathogens (HBV, HIV, etc.)
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