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: 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.