Patient Guest Representative - Ft. Lauderdale (Full Time, Days)

Nicklaus Children's Hospital•Fort Lauderdale, FL

2d•Onsite

About The Position

The Patient Guest Representative serves as a customer-service champion and member of the hospital’s problem-solving team. The representative acts as an unbiased facilitator among patients, families, physicians, nurses, and hospital staff to resolve concerns, complaints, and grievances. The position is based in Ft. Lauderdale, requires commuting to the Coral Springs site as needed, and includes training at the Miami location. The representative communicates hospital service and policy information, makes daily rounds of assigned patient units and waiting areas, and meets with new admissions. They document patient interactions, concerns, complaints, grievances, and compliments; follow up with staff to support timely resolution and complaint closure; and notify hospital leaders or Risk Management of issues as appropriate. The role also supports service excellence through staff coaching and collaboration, service huddles and meetings, review of satisfaction scores and goals, and use of language-access resources.

Requirements

Maintain an active American Heart Association Basic Life Support (BLS) certification in good standing throughout employment.
Obtain Crisis Prevention Institute (CPI) certification within six months of hire and maintain it in good standing throughout employment.
Have 2–4 years of experience dealing with patients and families in a hospital setting.
Have experience dealing effectively with people in stressful situations.
Fluently speak both English and Spanish.
Demonstrate excellent customer service skills and experience or training.
Communicate effectively in English and Spanish.
Maintain a professional appearance and serve as a role model to hospital staff.
Demonstrate reflective listening and strong customer-service skills.
Know how to use computers and be able to learn appropriate software applications.
Be knowledgeable about Patient Rights.
Have awareness of hospital systems and procedures and the locations of departments, treatment areas, and other patient services.
Demonstrate proficient writing skills.

Nice To Haves

Associate’s degree preferred.

Responsibilities

Acknowledge electronic communications and telephone messages within 24 hours and provide excellent internal and external customer service.
Communicate information about hospital services and present or interpret policies and procedures to patients and families.
Document patient interactions on daily rounding logs and record concerns, complaints, grievances, and compliments according to hospital policy.
Follow up with appropriate staff to ensure concerns and complaints are addressed promptly and complaint closure is confirmed.
Maintain objectivity and open communication among patients, families, and hospital staff.
Maintain visibility with staff, offer support, model service behaviors, and work collaboratively to troubleshoot and resolve issues.
Make daily rounds of assigned patient units and waiting areas, visit and greet every patient room in the unit, and meet with all new admissions.
Record patient and family concerns in daily logs and enter complaints in the complaint documentation system within 24 hours.
Notify hospital staff, directors, and administration of problems or complaints as needed, and report unusual patient-care events to Risk Management promptly.
Promote service excellence by reviewing assigned units’ customer-service goals and priority questions and sharing best practices with staff.
Meet regularly with the clinical area leader, participate in two service huddles and/or one department meeting per month in the unit, and facilitate customer-service support.
Attend daily huddles with the Patient Guest Representative leader to discuss current matters.
Review patient satisfaction scores, goals, and key-driver performance and share best practices with clinical leaders and staff.
Use language-access vendors and available resources, including tablets, carts, phone apps, and direct lines.