Patient Information Services Representative

2 days ago


Providence, Rhode Island, United States Brown University Health Full time
Job Summary

We are seeking a highly skilled and compassionate Patient Information Services Representative to join our team at Brown University Health. As a key member of our hospital's front desk team, you will be the first point of contact for patients, guests, and visitors, providing a warm and welcoming experience.

Key Responsibilities
  • Greets patients, guests, and visitors, providing accurate directions to all areas of the hospital complex.
  • Responds to telephone requests for patient information, preserving confidentiality at all times.
  • Maintains a clean and organized workspace, ensuring the desk is equipped with all necessary supplies.
  • Promptsly answers incoming calls, redirects phone calls to the appropriate department, and takes down messages.
  • Maintains clear and positive communication with team members inside and outside the department.
  • Uses conflict resolution and service recovery skills to interact with customers as needed.
  • Monitors, organizes, and forwards emails.
  • Preserves confidentiality of patient information.
  • Operates computer to access department records, indicating patients' and visitors' status, location, and phone extension.
  • Issues courtesy coupons to clergy and other qualifying visitors/patients.
  • Pays close attention to those who enter the lobby, working collaboratively with Security to ensure patient/visitor/guest safety.
  • Anticipates the needs of others to ensure a seamless and positive experience.
Requirements
  • High School Graduate required; associate degree preferred.
  • Excellent interpersonal skills.
  • Critical thinking and problem-solving skills.
  • Computer competency.
  • Some medical terminology helpful.
  • Excellent telephone and customer service skills.
  • Superb verbal communication skills.
  • Patience and compassion.
  • Excellent organizational and multi-tasking abilities.
  • Multilingual preferred.
Work Environment and Physical Requirements

Exposed to normal patient care environment with frequent standing, walking, and sitting.



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