Patient and Guest Services Specialist

Overview

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

MINIMUM KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED

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.