Guest Services Specialist I

Lexington Medical Center • West Columbia, SC

406d

About The Position

The Guest Services Specialist I serves as a vital liaison between patients, families, and the organization, ensuring positive outcomes and addressing concerns. This role involves responding to the needs of patients and families, providing information on patient rights, and assisting with various administrative tasks in the Emergency Department.

Requirements

• High School Diploma or Equivalent.
• 2 Years of working experience in complaint management.
• Excellent computer skills.
• Ability to obtain Basic Life Support (BLS) and Crisis Prevention Intervention (CPI) certifications within 90 days of hire.

Nice To Haves

• Experience in a healthcare setting.
• Bilingual skills to assist diverse patient populations.

Responsibilities

• Demonstrates appropriate communication of information to all ages and populations.
• Assists patients to various departments by giving directions and escorting them as needed.
• Interviews patients to obtain demographic information for input into the Electronic Health Record (EHR).
• Maintains a complete understanding of how to accurately register patients in the EHR.
• Serves as a resource for listening to patient and family compliments and complaints.
• Researches complaints regarding quality and delivery of care to promote optimum satisfaction.
• Answers phone calls and provides accurate information, directing callers when necessary.
• Documents referred calls regarding complaints and follows up for complaint management.
• Utilizes the service recovery process to resolve complaints.
• Explains policies and procedures to patients and families regarding patient flow through the Emergency Department.
• Provides emotional support and guidance to patients and their families.
• Assists in contacting Pastoral Care when needed.
• Provides directions and escorts family members to other areas of the hospital.
• Performs all other duties as assigned.

Benefits

• Day ONE medical, dental and life insurance benefits.
• Health care and dependent care flexible spending accounts (FSAs).
• 403(b) match plan enrollment eligibility from day one with dollar-for-dollar matching up to 6%.
• Employer paid life insurance equal to 1x salary.
• Supplemental life insurance options with low cost premiums up to 3x salary.
• Adoption assistance.
• Employer paid short-term and long-term disability coverage after 90 days of eligible employment.
• Tuition reimbursement.
• Student loan forgiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees