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.

ESSENTIAL FUNCTIONS OF THE ROLE

Facilitate patient satisfaction by visiting with patients to ensure patient?s medical and non-medical needs are being met.  Utilize problem solving techniques following established policies and procedures in order to resolve patient complaints and concerns.

Resolve immediate patient needs by contacting appropriate BSWH personnel and follow-up with complainant to ensure patient and /or guest satisfaction.

Work with BSWH departmental personnel to offer support, concern and empathy to patient?s and guest?s concerns.

Obtain patient and family feedback on services provided by BSWH.  Document and report complaints, concerns and compliments to involved departments and administration.

Assist patient and family with interpretation through American Sign Language, written translation and verbal language interpretation by:
- Using individual 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.
- Utilizing conference calls through language line.

Explain medical center policies and procedures and to provide guest with general information about BSWH facilities.

Provide input to Guest Relations management for new products and services based on feedback.

Provide in-service training on international patient protocol for BSWH physicians and staff.

Provide scheduling, coordinating and conducting of campus tours for domestic and foreign visitors.

Coordinate international patient to insure they meet financial requirements and /or provide insurance coverage information through BSWH financial departments before treatments.

Meet with international patients as needed to facilitate patient satisfaction.

Round 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.

KEY SUCCESS FACTORS

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - Associate's or 2 years of work experience above the minimum qualification

- EXPERIENCE - 1 Year of Experience

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