Patient & Guest Relations Representative (Evening Shift)

at  UPMC

The Patient & Guest Relations Representative provides directions, information and assistance to UPMC Children’s Hospital of Pittsburgh visitors, patients, and guests. This position will also answer or refer incoming calls appropriately and serve as the hospital’s Patient and Guest Relations Representative.

RESPONSIBILITIES:

• Distribute parent, visitor and patient badges. Issue and activate access cards and provide direction for proper use.
• Issue vendor badges assuring compliance with Pro Tech Compliance guidelines.
• Issue contractor access cards when needed.
• Issue HB4Life passes for parents of inpatients or RMH guests.
• Requires logging access card, retaining parent ID and returning ID to appropriate guest.
• Use common sense and departmental guidelines in the handling of medical and security emergencies.
• Provide for following the mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the clinical care of any patient.
• Provide a positive impression of the Hospital by practicing good guest relations’ skills and treating all individuals with respect and dignity.
• Distribute and log courtesy tickets as needed per hospital policy.
• Train and orient volunteers and new employees at the Information Desk.
• Serve as Hospital liaison.
• Deal with families and friends, aids in handling complaints and potentially unpleasant situations.
• Oversee floral delivery check-in and distribution of floral arrangements to patient units.
• Maintain log for dropped-off and pick-up items at the Information Desk.
• Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair.
• Respect patient confidentiality and withhold restrictive information.
• Greet Hospital guests, and provide appropriate verbal assistance, guidance and direction to visitors and patients as needed.
• Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and Hospital policies.
• Need to be familiar with medical terminology.
• Act as parking cashier processing valet tickets and issuing reduced rate parking for families.
• Maintain upkeep of Hospital lobby and report general maintenance and safety concerns.
• Respond to requests for amenity bags and bagged lunches assuring proper documentation for cost reporting.
• Receive donations for Child Life and Foundation assuring proper documentation.
• Contact appropriate departments for timely retrieval of items.
• Distribute bus tickets and arrange for cab transportation for patients and families. Arrange for car seat loans if needed. Provide accurate documentation of transportation support provided.
• Process pre admit patients and arrange for transport.
• Monitor visitor controls and complies with the service-related visitation policy during non-visitor hours.
• Use the personal computer and CRT for dissemination of patient information
• Receive, log, document and secure all deposits from clinics and other departments for Brinks pick up.
• Completion of High school diploma or GED equivalent.
• 1 year greeter experience or equivalent work experience.
• Excellent time management and organizational skills.
• Excellent interpersonal and communication skills.
• Able to monitor and assess concurrent situations and visitors.
• Physical ability to stand for extended periods and to transport patients.
• Strong problem solving skills.
• Excellent Customer Service skills.