Visitor Services Assistant, Patient Relations

Job Description

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.

The Visitor Service Assistant is 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.

Responsibilities

  • 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

High School Graduate required