Patient & Guest Relations Specialist

Greenwich, CT
Sep 10, 2020

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Job Description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Patient & Guest Relations Specialist will enhance patient and guest satisfaction with Greenwich Hospital through daily interactions. She (he) is responsible for problem resolution assistance as well as preemptive interventions to ensure patient and guest satisfaction. Scope of service includes but is not limited to: assisting patient and families with problems or concerns, acting as a resource to clarify processes, serving as a liaison for patients and families experiencing a wait or delay, answering questions or referring to appropriate person or resource for answers. In all matters, the individual engages in appropriate follow-up interaction with the patient and family. Responsible areas include all inpatient units as well as coverage for outpatient Guest Services when needed.

EEO/AA/Disability/Veteran

Responsibilities

  • 1. Welcoming patients, family and guests as near to admission as possible
  • 2. Assuring the patient's room environment and its amenities are clean and in good working order.
  • 3. 3. Obtaining pertinent comfort items and helping to assure patient's comfort.
  • 4. Encourages feedback from patients, family and guests and immediately resolves or refers problems and concerns. Assures follow-through by responding back to patient, family or guest with a resolution.
  • 5. Assisting staff in the provision of personal (non-medical) attention to patients and guests.
  • 6. Developing an ongoing ?connection? with patients that can span from admission through discharge and continue through future admissions.
  • 7. Demonstrates knowledge of principles of growth and development as it relates to appropriate age specific interactions and communication techniques. Selects comfort items and amenities specific and appropriate to the age of the patient.

Qualifications

EDUCATION

 

College degree preferred

 

EXPERIENCE

 

Two (2) years experience in a healthcare setting or service industry preferred

 

LICENSURE

 

None

 

SPECIAL SKILLS

 

Excellent communications and customer service skills. Appropriate, friendly demeanor that easily engages customers, builds trust and encourages feedback. Ability to use creative problem solving techniques individually and as part of a team. Problem resolution skills and detail oriented follow through of issues. Excellent judgement in referral of issues to Director of Patient and Guest Relations and other key managers.

 

PHYSICAL DEMAND

 

Must be able to move about the hospital and easily enter patient?s rooms. Walking most of the day. Ability to handle stressful situations with patients, family, staff, volunteers and physicians. Hospital environment with potential exposure to infectious diseases.

 

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Job Info

Job: 22623

Department: Patient Relations
Category: ADMIN SUPPORT
Sub Category: ADMIN PROF
Status: Full Time Benefits Eligible
Shift: DAYS
Hours: 37.5

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