PATIENT & GUEST RELATIONS REPRESENTATIVE
3 weeks ago
The Patient & Guest Relations Representative will work at the Welcome Desk at UPMC Children's Hospital of Pittsburgh's Main Campus in Lawrenceville. The Welcome Desk is staffed any time between the hours of 6:00AM - 10:30PM, 7 days a week. Evening and weekend availability is required.
Responsibilities:
* Distribute parent, visitor and patient badges. Issue and activate access cards and provide direction for proper use.
* Issue vendor badges assuring compliance with Pro Tech Compliance guidelines.
* Issue contractor access cards when needed.
* Issue HB4Life passes for parents of inpatients or RMH guests.
* Requires logging access card, retaining parent ID and returning ID to appropriate guest.
* Use common sense and departmental guidelines in the handling of medical and security emergencies.
* Provide for following the mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the clinical care of any patient.
* Provide a positive impression of the Hospital by practicing good guest relations' skills and treating all individuals with respect and dignity.
* Distribute and log courtesy tickets as needed per hospital policy.
* Train and orient volunteers and new employees at the Information Desk.
* Serve as Hospital liaison.
* Deal with families and friends, aids in handling complaints and potentially unpleasant situations.
* Oversee floral delivery check-in and distribution of floral arrangements to patient units.
* Maintain log for dropped-off and pick-up items at the Information Desk.
* Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair.
* Respect patient confidentiality and withhold restrictive information.
* Greet Hospital guests, and provide appropriate verbal assistance, guidance and direction to visitors and patients as needed.
* Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and Hospital policies.
* Need to be familiar with medical terminology.
* Act as parking cashier processing valet tickets and issuing reduced rate parking for families.
* Maintain upkeep of Hospital lobby and report general maintenance and safety concerns.
* Respond to requests for amenity bags and bagged lunches assuring proper documentation for cost reporting.
* Receive donations for Child Life and Foundation assuring proper documentation.
* Contact appropriate departments for timely retrieval of items.
* Distribute bus tickets and arrange for cab transportation for patients and families. Arrange for car seat loans if needed. Provide accurate documentation of transportation support provided.
* Process pre admit patients and arrange for transport.
* Monitor visitor controls and complies with the service-related visitation policy during non-visitor hours.
* Use the personal computer and CRT for dissemination of patient information
* Receive, log, document and secure all deposits from clinics and other departments for Brinks pick up.
* Completion of High school diploma or GED equivalent.
* 1 year greeter experience or equivalent work experience.
* Excellent time management and organizational skills.
* Excellent interpersonal and communication skills.
* Able to monitor and assess concurrent situations and visitors.
* Physical ability to stand for extended periods and to transport patients.
* Strong problem solving skills.
* Excellent Customer Service skills.
Licensure, Certifications, and Clearances:
* Act 31 Child Abuse Reporting with renewal
* Act 33 with renewal
* Act 34 with renewal
* Act 73 FBI Clearance with renewal
UPMC is an Equal Opportunity Employer/Disability/Veteran
Qualifications:
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