JOB SUMMARY

The Guest Relations Representative facilitates patient satisfaction by visiting with patients, providing or coordinating communication for non-English speaking and hearing impaired patients and addressing unmet needs.

QUALIFICATIONS

• EDUCATION - Associate’s or 2 years of work experience above the minimum qualification
• EXPERIENCE - 1 Year of Experience

• Facilitates patient satisfaction by visiting with patients to ensure patient’s medical and non-medical needs are being met. Utilizes problem solving techniques following established policies and procedures in order to resolve patient complaints and concerns.
• Resolves immediate patient needs by contacting appropriate BSWH personnel and follow-up with complainant to ensure patient and /or guest satisfaction and provides input to Guest Relations management for new products and services based on feedback.
• Works with BSWH departmental personnel to offer support, concern and empathy to patient’s and guest’s concerns.
• Obtains patient and family feedback on services provided by BSWH. Documents and reports complaints, concerns and compliments to involved departments and administration.
• Assists patient and family with interpretation through American Sign Language, written translation and verbal language interpretation by using personal knowledge of interpretation and translation, arranging staff, volunteers and/or vendors to provide in-person communication by a credentialed interpreter, providing access to telephonic vendors, and utilizing conference calls through language line.
• Explains medical center policies and procedures and provides guest with general information about BSWH facilities.
• Provides in-service training on international patient protocol for BSWH physicians and staff.
• Provides scheduling, coordinating and conducting of campus tours for domestic and foreign visitors.
• Coordinates international patient to insure they meet financial requirements and /or provide insurance coverage information through BSWH financial departments before treatments.
• Meets with international patients as needed to facilitate patient satisfaction.
• Rounds in the Emergency Department reception area and patient care areas to facilitate communication of policies and procedures of the Emergency Department, patient needs and provide good customer service.