Patient navigator - Guest Services

Guest Services Liaison/Staff Asst

Location: NYC, NY 10065

Shift: Monday - Friday, 12 pm- 8 pm, includes weekend rotations.

Summary:

Provides current information concerning patient location to visitors, telephone inquiries, and staff. Greets visitors and patients, and directs them to various areas of the Center. Monitors the elevators in New Memorial and the lobby area and explains the visiting policy to visitors. Provide clerical and administrative support to the Director of Patient Relations.

Essential Duties:

• Investigates and provides information regarding the current location of patients through the use of MSKCC systems and communication with Admitting, Nursing Units, Urgent Care, Operating Room, PACU, PSC, and SDH.
• Performance Expectations: Identifies urgent calls and hand-delivers messages immediately or uses the paging system.
• Keeps track of messages that Patient Representatives have not picked up in a timely manner or are duplicate calls and pages them when appropriate.
• Responds to and triages all calls and walk-in requests to the Patient Representative Department from patients, families, and staff.
• Provides immediate assistance/management of inquiries when appropriate.
• Determines the nature of the request for patient location information by asking questions of the caller, visitor, or patient.
• Locates patient through use of available resources (e.g., MSKCC systems, Admitting Office, Urgent Care).
• Directs the caller/visitor to the correct phone number/room.
• Transfers the call to patient by clearly stating to caller that call will be transferred and giving direct number to caller.
• Always honors confidentiality of blocked information by telling caller or in person inquirer there in no information on a patient with that name.
• Informs other departments of changes with appropriate (e.g., informs Admitted Office if patient's room has been changed).
• Investigates and provides information regarding current location of patients through use of MSKCC systems and communication with Admitting, Nursing Units, Urgent Care, Operating Room, PACU, PSC, and SDH.
• Identifies urgent calls and hand delivers messages immediately or uses the paging system.
• Keeps track of messages that Patient Representatives have not picked up in a timely manner or are duplicate calls and pages them when appropriate.
• Responds to and triages all calls and walk-in requests to the Patient Representative Department from patients, families, and staff.
• Provides immediate assistance/management of inquiries when appropriate.
• Determines nature of the request for patient location information by asking questions of caller, visitor, or patient.
• Locates patient through use of available resources (e.g., MSKCC systems, Admitting Office, Urgent Care).
• Directs caller/visitor to correct phone number/room.
• Transfers call to patient by clearly stating to caller that call will be transferred and giving direct number to caller.
• Always honors confidentiality of blocked information by telling caller or in person inquirer there in no information on a patient with that name.
• Informs other departments of changes with appropriate (e.g., informs Admitted Office if patient's room has been changed).
• Directs waiting family and friends to conference rooms when necessary (e.g., distraught/highly emotional or large families, surgeon request).
• Acts as a welcoming resource for all visitors to the Center.
• Gives clear and accurate directions/information on location and functions of relevant departments and staff.
• Informs visitors or relevant policies and procedures such as hours and privileges of visitation.
• Directs visitors to local facilities (e.g., hotels, restaurants, garages) for visitor convenience using available resources (e.g., menu book of restaurants, hotel guide).

Required Skills & Experience:

• Two to four (2-4) years of experience required. -Intermediate Verbal Communication Skills. -Intermediate interpersonal skills. -Beginner computer skills.

Required Education:

• HS Diploma/GED required.