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JOB SUMMARY
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\nFacilitates 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.\nResolves 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.\nWorks with BSWH departmental personnel to offer support, concern and empathy to patient's and guest's concerns.\nObtains patient and family feedback on services provided by BSWH. Documents and reports complaints, concerns and compliments to involved departments and administration.\nAssists 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.\nExplains medical center policies and procedures and provides guest with general information about BSWH facilities.\nProvides in-service training on international patient protocol for BSWH physicians and staff.\nProvides scheduling, coordinating and conducting of campus tours for domestic and foreign visitors.\nCoordinates international patient to insure they meet financial requirements and /or provide insurance coverage information through BSWH financial departments before treatments.\nMeets with international patients as needed to facilitate patient satisfaction.\nRounds 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

KEY SUCCESS FACTORS

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

QUALIFICATIONS

\n\nEDUCATION - Associate's Degree or HS Diploma/GED plus 3 years of work experience \nEXPERIENCE - 1 year of experience\n