Visitor Services Assistant, Patient Relations

Job Description

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

Job Function: - 70% 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. � Job Function: - 20% 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 � Job Function: - 10% 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. | Review the physical demands and assign an overall average percentage of time this position performs these activities. These physical demands will not be listed or rated on the annual performance appraisal. Climbing:�Ascending or descending stairs, ladders, ramps, etc, using feet and legs and /or hands and arms - 5% Stooping:�Bending body downward and forward by bending spine at the waist - 5% Kneeling:�Bending legs at knees to come to a rest on knee or knees - 5% Reaching:�Extending hand(s) and arm(s) in any direction - 5% Standing: Remaining upright on the feet, particularly for sustained periods of time - 5% Walking:�Moving about on foot to accomplish tasks - 100% Pushing 0-10 lbs:�Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pushing 11-20 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pushing 21-50 lbs: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pushing 51 lbs or more: Use of upper extremities to press against something with steady force in order to move something forward, downward or outward - 0% Pulling: Use of upper extremities to exert force in order to drag, haul or tug objects in a sustained motion - 0% Lifting 0-10 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Lifting 11-20 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Lifting 21-50 lbs: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Lifting 51 lbs or more: Raising objects from a lower to a higher position, or moving objects horizontally from position-to-position and requires the use of upper extremities and back muscles - 0% Carrying 0-10 lbs: Holding and moving/transporting an object about - 5% Carrying 11-20 lbs: Holding and moving/transporting an object about - 5% Carrying 21-50 lbs: Holding and moving/transporting an object about - 5% Carrying 51 lbs or more: Holding and moving/transporting an object about - 5% Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling - 50% Feeling: Perceiving attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of (using) fingertips - 100% Talking: Expressing or exchanging ideas by means of the spoken word - must convey detailed or spoken instructions to others accurately, loudly or quickly - 100% Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication - 100% Seeing: The process of perceiving objects by use of the eyes to perform an activity - visual acuity requirements include ability to discern position of object(s), shape of object(s), color, depth perception or visual inspection - 100%

Qualifications

High School Graduate required, Associate Degree preferred. | Registered Health Information Technician (RHIT) preferred, (or RHIT eligible). | 2 years experience in a Health Information Services area working with release of information.