JOB SUMMARY

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The Guest Relations Representative facilitates patient satisfaction by visiting with patients, providing or coordinating communication for non-English speaking and hearing impaired patients and addressing unmet needs.

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ESSENTIAL FUNCTIONS OF THE ROLE

\n\n\n\tFacilitates patient satisfaction by visiting with patients to ensure patient's medical and non-medical needs are being met. Utilizes problem solving techniques following established policies and procedures in order to resolve patient complaints and concerns.\n\tResolves immediate patient needs by contacting appropriate BSWH personnel and follow-up with complainant to ensure patient and /or guest satisfaction and provides input to Guest Relations management for new products and services based on feedback.\n\tWorks with BSWH departmental personnel to offer support, concern and empathy to patient's and guest's concerns.\n\tObtains patient and family feedback on services provided by BSWH. Documents and reports complaints, concerns and compliments to involved departments and administration.\n\tAssists patient and family with interpretation through American Sign Language, written translation and verbal language interpretation by using personal knowledge of interpretation and translation, arranging staff, volunteers and/or vendors to provide in-person communication by a credentialed interpreter, providing access to telephonic vendors, and utilizing conference calls through language line.\n\tExplains medical center policies and procedures and provides guest with general information about BSWH facilities.\n\tProvides in-service training on international patient protocol for BSWH physicians and staff.\n\tProvides scheduling, coordinating and conducting of campus tours for domestic and foreign visitors.\n\tCoordinates international patient to insure they meet financial requirements and /or provide insurance coverage information through BSWH financial departments before treatments.\n\tMeets with international patients as needed to facilitate patient satisfaction.\n\tRounds in the Emergency Department reception area and patient care areas to facilitate communication of policies and procedures of the Emergency Department, patient needs and provide good customer service.\n\n\n

KEY SUCCESS FACTORS

\n\n\n\tMust have exceptional skills in conflict resolution and patient-centered communication.\n\tMust possess exceptional professionalism with customer communication.\n\tAbility to establish and maintain effective working relationships.\n\tAbility to focus on crucial patient and guest details.\n\tProficiency with computers in the Microsoft Office suite of software desired\n\tMust be able to multi-task in a fast-paced environment.\n\n\n

BENEFITS

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Our competitive benefits package includes the following

\n\n\n\tImmediate eligibility for health and welfare benefits\n\t401(k) savings plan with dollar-for-dollar match up to 5%\n\tTuition Reimbursement\n\tPTO accrual beginning Day 1\n\n\n

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

\n\n\n\tEDUCATION - Associate's or 2 years of work experience above the minimum qualification\n\tEXPERIENCE - 1 Year of Experience\n