What are the responsibilities and job description for the Patient Relations Representative - Harbour View Medical Center position at Bon Secours?
I. Primary Function/General Purpose of Position
The Patient and Guest Services Representative provides consistent highly personalized services to patients and guests in accordance with Bon Secours guidelines, policies and procedures.
II. Essential Job Functions
Essential Functions:
• Welcome and greet all patients, families and visitors in a friendly professional manner.
• Answers questions and provides listings of local amenities to include dining, local hotels, restaurants, flower shops, bus schedules, airline information, car rental services and pharmacies.
• Identifies and reports visitors, guests and patient needs. Resolves customer issues or escalates to supervisor, as required.
• Provides escorts for patients and visitors to areas throughout the hospital that are difficult to locate. Refers patients and visitors to appropriate services where their needs and concerns can be addressed.
• Transport patients, guests and staff as needed across Harbour View campus and parking lots using shuttle or golf cart.
• May be required to run off campus errands as needed.
• Maintains standards of customer service excellence.
• Maintains current information and materials regarding facilities, services and local restaurants and attractions.
• Cleans and reports the status of assigned equipment. Maintains cleanliness of the lobby and surrounding areas.
• Be familiar and able to give information about every function of Harbour View Medical Center.
• Know the manager of each department so you can refer a concern when one is presented.
• Encourage and maintain patient confidentiality at all times.
• Provide office and supply support, as needed.
• Attend in-service educational meetings and relative staff meetings.
• Participate in projects and programs as requested or indicated.
III. Other Job Functions
1. Adheres to Bon Secours Health System rules, regulations, and polices.
2. Performs other duties as assigned. Assists and supports other departments when needed.
IV. Employment Qualifications
Education:
• High school diploma/GED equivalent required.
• Experience in hospital setting and understanding of hospital operations is preferred.
Experience:
• Less than 1 year of experience
Additional Requirements:
• Must possess and maintain a valid, active driver’s license
Physical Requirements:
• Must be able to walk a minimum of 500 feet at one time and intermittently throughout the workday across our Harbour View campus.
• Must be able to lift and carry up to 25 pounds as needed.
• Position requires frequent standing and walking while escorting patients and visitors throughout the facility and between buildings on campus.
• Role may require walking both indoors and outdoors across the campus in varying weather conditions while assisting patients, families, and visitors.
Skills:
• Knowledge of methods and benefits for providing customer service.
• Good verbal communication and non-verbal effective listening skills.
• Skilled in the use of computers and related software applications.
• Ability to establish and maintain effective working relationships.
• Ability to focus on crucial patient and guest details.
• Ability to diffuse anger, collect information and resolve complaints.
Add:
Active drivers license
Ability to walk at minimum XX distance/feet at one time and/or throughout the day
As a Bon Secours associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com