Patient and Guest Relations Representative - Conc and Volunteer Svcs - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Patient/Guest Relations Representative is available to provide assistance to our patients, their families,visitorsand our colleagues with regard to hospital services and resources in the surrounding community.The Representative is the visible resource available to provide direction and assistance in a professional and hospitable manner, while adhering to the Keck Medical Center's "KNOWN" Service standards as well as patient privacy standards at all times.He/Shewill alsobe responsible forupkeepand cleanliness of lobby areas,work stationsand patient consultation areas and will also be available toassistescorting patients to scheduled appointments andassistingwith wheelchair escorting daily.Essential Duties:

• Greetsour colleagues, our patients, theirfamiliesand visitors with a kind greeting following the KNOWN Service Standards.

• Providesaccuratedirections andassistanceto patients going to physician offices and other Health Science Campus buildings.

• Provide concierge services including, but not limited to driving directions and information regarding resources in the surrounding community; reservation assistance for lodging, transportation and restaurants; assistance with personal services such as entertainment, shopping, flowers and gift requests; arrange for business services such as banking information, faxing and copying services; transport patient luggage as needed ensuring that it is delivered to the correct person; coordinates taxicab voucher requests accurately and in accordance to hospital policy;

• Participates in Welcome Rounds forall ofour new patients following patient experience protocols.

• Providesaccurateinformationregardingmeeting room locations, hospital parking, visiting regulations, cafeteria hours and hospital services.

• Coordinates the flow of surgical information between physicians and surgical staff and the appropriatepatientfamily members/guests.Distributespagers to patient families as needed. Accurately records patient family contact information and distribution of pagers

• Completes hourly rounds of the lobbies and patient and family resource centers. Ensures that thefirst floorpublic spaces are kept in a condition that isappropriate forthe facility.

• Alerts security of any problems and provides information as needed.

• Coordinates environment of care services. Coordinate with housekeeping staff to ensure that first floor public spaces and first floor restrooms are kept cleaned. Coordinate with engineering to ensure that the lobby ismaintainedin a manner that ensures a safe environment.

• Directs any complaints or concerns to theappropriate hospitalpersonnel in an efficient manner.

• Alerts the marketing department of the presence of any media personnel and directs all vendors to Materials Management in accordancetohospital policy.

• Provides wheelchairs as requested following hospital policy.

• Delivers flowers,mailand packages with accuracy.

• Distributes visitor passes in accordancetohospital policy.

• Distributesvolunteer meal tickets appropriately and in accordancetohospital policy.

• Maintains professionalism and confidentiality at all times.

• Performs other duties as assigned.

RequiredQualifications:

• Req High school or equivalent

• Req 1 year in customer service (preferably in a healthcare facility and/or as a Corporate Concierge setting).

• Req Excellent public relations.

• Req Demonstrate excellent customer service behavior.

• Req Demonstrates excellent verbal and written communication skills.

Preferred Qualifications:

• PrefAssociate'sDegreein a related field

• Pref Bilingual English/Spanish.

RequiredLicenses/Certifications: 

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within30 daysof hire andmaintainedby renewal beforeexpirationdate. (Required within LA City only)

• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association