Visitor Services Assistant, Patient Relations

Job Description

Visitor Services Assistant, Third Shift, Patient Relations

UC Health is hiring a part-time Visitor Services Assistant for the third shift for the Patient Relations department at University of Cincinnati Medical Center.

The Patient Relations Department will support the Medical Centers and deliver high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures.

About University of Cincinnati Medical Center

As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati.

UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.

Responsibilities

Job Responsibilities

To foster a safe, pleasant and positive atmosphere in assigned locations of the hospital building and property, and facilitate the information flow between patients, families and hospital staff, as well as assisting in identifying and meeting visitor informational needs in a service oriented manner.
  • Greet visitors with the highest quality of customer service; identify patient/family needs; provide comfort, concern, and courtesy while they are waiting; communicate with empathy and compassion.
  • Round regularly both inside and outside the hospital in all areas enforcing organizational policies and standards to promote safety throughout the organization.
  • Manage the lobby milieu and waiting areas by identifying safety concerns and potential issues of risk. Maintain standards of waiting area in accordance with hospital policies.
  • Coordinate patient visits with nursing and social work staff; serve as a liaison between visitors and members of the healthcare team; update staff about family needs/concerns, and facilitate communication between lobby/treatment areas.
  • Facilitate patient visitation by maintaining patient census, visitor logs; escort visitors into the patient care areas.
  • Serve as liaison for inquiries, requests for services, patient complaints, and service recovery.
  • Respond to outside calls regarding patient condition and location.
  • Maintain confidentiality of patient information.
  • Initiate and develop positive relationships with associates, management, and health care providers, exhibiting respect, flexibility and cooperation at all times.
  • Utilize resources to achieve positive outcomes.
  • Assist in the interpretation of policies and procedures to staff, patients, families, community agencies and the public at large.
  • Assist in the training of volunteers.
  • Excellent Intrapersonal skills, providing information and directions to visitors and vendors for both in-patient and out-patient departments.
  • Excellent Telephone Skills, answering calls using the approved script for greeting.
  • Able to look-up Patient information and departments in electronic medical record.
  • Serves as an escort for visitors to departments and appointments
  • Attend required staff meetings, mandatory in-services and training sessions.
  • Complete statistics, mandatory tests and maintain effective communication with team members.
  • Able to identify the special needs and behaviors of specific patient age groups.


Qualifications

Education and Experience Requirements:
  • Minimum High School Education or GED, Associate's Degree preferred.
  • BLS certification required.
  • 1 - 2 Years equivalent experience required.
  • Skilled in Customer Service techniques. Basic understanding of the skills required for working with a person or group of persons in a crisis.
  • Accepted medical standard within the medical community and professional organization for families in crisis.
  • Basic computer skills, ability to navigate within the Epic system.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable, and diverse place of employment.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.