Patient Services Coordinator

2 months ago

Gary, Indiana, United States Methodist Hospitals Full time

Position Overview:
This role is integral to the mission, vision, and values upheld by Methodist Hospitals. The primary objective of this position is to ensure excellence in service delivery, enhance patient satisfaction, and address the needs of patients and their families at the point of interaction, thereby initiating a positive experience for all.

Role Responsibilities:
Key Duties and Responsibilities (*Essential Functions)

  1. Efficiently manage a single-position communication system with precision and speed.
  2. Respond to and redirect all incoming calls in a courteous and professional manner.
  3. Assist visitors at the reception area by guiding them to various locations within the facility.
  4. Welcome and assist guests with tact and courtesy, ensuring their needs are met beyond expectations.
  5. Issue visitor credentials in accordance with hospital protocols and manage access to the facility.
  6. Maintain up-to-date knowledge of visitation policies as they evolve based on departmental needs and safety considerations.
  7. Demonstrate advocacy skills by identifying concerns, actively listening, and resolving issues effectively.
  8. Prioritize and manage multiple tasks calmly under pressure.
  9. Work independently with minimal oversight or collaboratively within a team environment.
  10. Adhere to established policies and procedures while performing job functions.
  11. Analyze situations accurately and exercise sound judgment in taking appropriate actions.
  12. Comprehend and follow both verbal and written instructions.
  13. Exhibit courtesy, respect, and discretion consistently.
  14. Utilize various service programs and technical equipment related to communication and emergency management.
  15. Operate technical devices required for communication tasks, including headsets and intercoms.
  16. Quickly learn and apply relevant rules, regulations, and procedures with good judgment.
  17. Foster and maintain positive relationships with both internal and external stakeholders.
  18. Model exemplary customer service skills while assisting guests efficiently and amicably.
  19. Possess exceptional communication abilities.
  20. Maintain confidentiality and discretion regarding sensitive information.
  21. Comply with health and safety regulations.
  22. Assist in the orientation and training of new team members as needed.
  23. Contribute positively to the work environment and overall team dynamics.
  24. Maintain accurate records and perform necessary clerical tasks.
  25. Adapt to scheduling needs and departmental requirements.
  26. Fulfill additional duties as assigned.

Qualifications:
Essential Knowledge, Skills, and Abilities

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

Education:

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

Experience:

  • Preferred two years of professional guest services experience, delivering exceptional customer service in a fast-paced environment, such as healthcare, retail, or hospitality. Other relevant experience may also be considered.

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

Confidentiality and Compliance:
Demonstrates understanding of procedures for maintaining the security and confidentiality of sensitive information, supporting the commitment to ethical practices in healthcare.

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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