Patient and Guest Services Specialist

DCH Health System • Tuscaloosa, AL

13d • Onsite

About The Position

The Patient and Guest Services Specialist is responsible for all Guest Services functions at assigned DCH Health System locations. The role creates a positive patient and visitor experience by providing customer service, directions, appointment and procedure information, and assistance navigating the facility. It also includes maintaining office areas and equipment, managing wheelchair inventory, and safely transporting patients by wheelchair. The position requires onsite physical presence and the ability to perform duties with or without reasonable accommodation.

Requirements

• High school diploma or GED required.
• Must be customer-service oriented.
• Must be able to read, write legibly, speak, and comprehend English.
• Must be able to sit, stand, walk, kneel, crouch, or stoop with good balance for extended periods.
• Must be able to exert up to 50 pounds of force occasionally, up to 30 pounds frequently, and/or up to 10 pounds constantly to move objects.
• Must be able to assist customers in getting into and out of vehicles when necessary.
• Must be able to push and pull objects over carpeted floors, concrete ramps, and varied surfaces.
• Must be able to operate a telephone and wheelchairs.
• Hearing and vision must be normal or corrected to within the normal range.
• Physical presence onsite is essential.
• Must be able to perform the duties with or without reasonable accommodation.
• Must be certified in wheelchair transportation using a motorized or non-motorized chair.

Nice To Haves

• Associate degree preferred.
• Hospitality, customer service, or healthcare experience preferred.

Responsibilities

• Deliver the highest level of customer service in all situations.
• Create a great first impression and patient experience for patients, visitors, and DCH caregivers.
• Maintain a professional appearance and attitude to present a positive image.
• Answer questions and provide directions to navigate the facility or address other customer needs.
• Provide updates and directions regarding patients’ upcoming appointments and procedures.
• Maintain an understanding of the healthcare environment and patient and guest complexity.
• Use computers to access patient lists, email, and other programs to assist patients, visitors, and DCH caregivers.
• Conduct rounding as assigned to ensure visitor satisfaction.
• Use an assigned phone, and a cell phone if applicable, to communicate with patients and customers.
• Keep the office and surrounding area neat, clean, functional, and appealing.
• Retrieve wheelchair inventory from Hospital and Outpatient buildings and secure it daily to maintain equipment inventory.
• Clean and sanitize wheelchairs between each use.
• Report and track wheelchair repair needs.
• Safely, comfortably, courteously, and efficiently transport patients by wheelchair throughout the Medical Center; wheelchair transportation certification is required for motorized or non-motorized chairs.
• Unlock the emergency elevator for patient escorts in the Medical Tower and Hospital when assigned.
• Help maintain equipment in good working order and keep it in its proper place.
• Maintain performance, patient and employee satisfaction, and financial standards outlined in the performance evaluation.
• Perform compliance requirements outlined in the Employee Handbook and adhere to DCH Behavioral Standards, policies, and procedures.
• Perform essential job functions in a manner that ensures the safety of patients, visitors, and employees; identify and reduce unsafe practices and take appropriate action to reduce risks and hazards.
• Use electronic mail, time and attendance software, learning management software, and the intranet.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED