Patient Services Coordinator

2 weeks ago

Gary, Indiana, United States Methodist Hospitals Full time

Position Overview:

The Guest Services Coordinator plays a vital role in upholding the mission, vision, and values of Methodist Hospitals. This position is dedicated to delivering exceptional operational performance in customer service, enhancing patient satisfaction, and addressing the needs of patients and their families at the point of service, thereby initiating a memorable experience.

Key Responsibilities:

  1. Efficiently manage a single-position switchboard, ensuring prompt and accurate call handling.
  2. Respond to and transfer calls with professionalism and kindness.
  3. Assist visitors at the front desk by directing them to various locations within the facility.
  4. Welcome guests with tact and courtesy, providing assistance that surpasses their expectations.
  5. Issue visitor passes in accordance with hospital policies and manage access control.
  6. Stay informed about visitation guidelines, adapting to changes based on departmental needs and patient circumstances.
  7. Demonstrate advocacy by identifying concerns, listening attentively, and resolving issues effectively.
  8. Maintain composure while prioritizing and executing multiple tasks under pressure.
  9. Work independently with minimal supervision or collaboratively within a team.
  10. Adhere to established policies and procedures in performing job functions.
  11. Analyze situations accurately and exercise sound judgment in taking appropriate actions.
  12. Comprehend and follow both oral and written instructions.
  13. Exhibit courtesy, respect, and discretion consistently.
  14. Utilize various service programs and technical equipment related to switchboard operations.
  15. Learn and apply specific rules, regulations, and procedures swiftly and judiciously.
  16. Foster positive and cooperative relationships with both internal and external stakeholders.
  17. Model exemplary customer service skills while assisting guests efficiently and amicably.
  18. Exhibit exceptional communication abilities.
  19. Maintain confidentiality and discretion regarding hospital information.
  20. Comply with health and safety regulations.
  21. Assist in the orientation and training of new staff as needed.
  22. Contribute positively to the work environment and overall team dynamics.
  23. Maintain accurate records and perform necessary clerical duties.
  24. Adapt to scheduling needs and departmental requirements.
  25. Fulfill additional duties as assigned.

Qualifications:

Knowledge, Skills, and Abilities:

  • Clear enunciation and correct English usage.
  • Proficient typing skills with speed and accuracy.
  • Able to work amidst frequent interruptions.
  • Strong memory retention.
  • Positive attitude and willingness to learn.
  • Basic computer proficiency (hospital intranet, email, MS Word, etc.).
  • Understanding of telephone switchboard operations.
  • Developed problem-solving capabilities.
  • Professional demeanor and positive disposition.
  • Good knowledge of the organization and its functions.

Education:

  • High School Diploma or GED Equivalent Required.
  • Associate's Degree Preferred.

Experience:

  • Preferred two years of professional guest services experience in a fast-paced environment, such as medical, retail, or hospitality sectors.

Standards of Behavior:
Adhere to the Standards of Behavior as outlined in the Employee Relations Code.

Confidentiality and Compliance:
Demonstrate knowledge of procedures for maintaining the security and confidentiality of sensitive information.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

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