Patient Guest Relation Rep

General Summary of Position
Serves as a primary contact to patients, family members, or visitors. Provides appropriate information regarding patients and location of services and may direct or escort patients or guests to those locations. Seeks to solve patient/guest problems and/or complaints or escalates to other personnel when needed. May be responsible for the issuance of identification badges to associates, vendors and contractors. May receive, prioritize and dispatch emergency and non-emergency calls for security services. Patient and Guest Relations Representatives are essential associates in a 24/7 environment and may be required to be flexible with scheduling and work off-shifts.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Welcomes patients and visitors to the hospital. Provides information and directions to locations throughout the hospital for patients and guests.
• May coordinate transportation services and/or escorts patients/visitors/staff as necessary. Accesses computer terminal for patient information regarding admissions, transfers, and discharges.
• May issue photo identification badges to associates, vendors and contractors.
• Oversees the entrances to the facility, offering assistance and services as guests enter. May assist with parking (valet parking, distributing discount parking coupons, and validation for free parking).
• May arrange overnight accommodations within the hospital. Checks guests in/out, collect money for accommodations, make deposits, provide/arrange guest services such as wake up calls, rides/directions to various locations, and escort service. May also arrange for overnight accommodations at local area hotels.
• If assigned to a specific department, monitors the waiting areas, interacts with doctors, family members and patients. Provides coffee, answers questions, and seeks to resolve difficulties/issues or sees that they are resolved.
• May take patient and visitor complaints resolve simple complaints refers complicated complaints to patient advocates, supervisor and/or affected department(s) and assures follow-up.
• May orient volunteers to staff the information desks located throughout the facility.
• Monitors appearance of lobbies, waiting areas, elevators, and entrances.
• Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multi-disciplinary quality and service improvement teams.
• Performs other duties as assigned.

Minimum Qualifications
Education

• High School Diploma or GED required or
• equivalent. required

Experience

• 1-2 years Job related experience. required

Licenses and Certifications

• Must successfully complete all MedStar initial training related to violence prevention, de-escalation and crisis prevention intervention. required

Knowledge, Skills, and Abilities

• Verbal and written communication skills.
• Strong interpersonal skills.
• Organization and the ability to handle rapid multi-task situations.
• General office experience strongly preferred.
• Basic computer skills preferred.

Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork – our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Strategic focus on equity, inclusion, &amp diversity – we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
• Comprehensive total rewards package – including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home – as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Healths policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.