Job Summary

Serves as a member of the healthcare team acting as a liaison between the patient, family, visitor, hospital and medical team members. Provides direct non-clinical patient and guest contact on a daily basis, providing a welcoming and genuine hospitality while exceeding guest expectations.

Essential Functions

• Verifies registration and escorts patients and guests to their destination by walking or use of a wheelchair.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services. Responds promptly to patient, family and team member requests. Assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs.
• Collects data and documentation to assist in the identification of areas needing improved customer service. Assists leaders in recommending changes in facility and departmental policy and procedure.
• Facilitates improved customer service by identifying, investigating and directing complaints, concerns and compliments to the appropriate team members and leaders.
• Records and submits all documentation/statistical reports for services provided to patients and families, including transportation vouchers, bus passes, emergency clothing, etc.
• Assists the leadership team with the ongoing evaluation of the program, customer satisfaction, development of personal and departmental educational plans and quality guidelines.
• Maintains close communication with leaders regarding the department and problem areas. Requests assistance as needed for additional team members or other resources.
• Clerical handling of departmental, hospital and organizational reports and forms.
• Assists leadership team with the orientation, daily activities and evaluation of volunteers and interns.

Physical Requirements
Requires walking, sitting, lifting and reaching. May come in contact with patients, families and their personal belongings including those contaminated with infectious and blood-borne pathogens. Must lift a minimum of 50 lbs. for moving and lifting patients in/out of wheelchairs. Must be able to be mobile within the entire healthcare provider system.

Education, Experience and CertificationsHigh School Diploma or GED required. Experience in healthcare and/or customer service preferred. American Sign Language skills preferred.