Patient Guest Representative - Broward (Full Time, Days)

Nicklaus Children's Hospital•Fort Lauderdale, FL

3d•Onsite

About The Position

The Patient Guest Rep serves as a champion of customer service and a part of the hospital's problem-solving team. Interacts with patients, families, physicians, nurses and hospital staff as unbiased facilitators to resolve concerns/complaints/grievances.

Requirements

American Heart Association (BLS) – maintain active and in good standing throughout employment
Crisis Prevention Institute (CPI) required within 6 months of hire - maintain active and in good standing throughout employment
2-4 years of experience dealing with patients and families in a hospital setting
Experience dealing effectively with people in stressful situations
Fluency in speaking both English and Spanish languages required
Excellent customer service with experience and training.
Ability to communicate effectively in English and Spanish.
Consistently displays a professional appearance & presents themselves as a role model to the NCH staff.
Demonstrates reflective listening and strong customer service skills.
Knowledge of the use of computers and ability to learn appropriate software applications.
Knowledgeable of Patient Rights.
Possesses an awareness of hospital systems and procedures, location of all departments, treatment areas and other patient services.
Proficient writing skills.

Nice To Haves

Associate's degree preferred.

Responsibilities

Acknowledges electronic communication and telephone messages within 24 hours of receipt; provides excellent internal and external customer service.
Communicates information regarding hospital services; presents and/or interprets policy and procedure information to patients and families.
Documents all interaction with patients on daily rounding logs; notates all patient complaints, grievances, or compliments in accordance with guidelines outlined in the NCH policy & procedure.
Follows up with appropriate staff to ensure all concerns and complaints are addressed in a timely fashion and follow up is done to ensure complaint closure.
Maintains objectivity and keeps lines of communication open between patients, families and hospital staff.
Maintains visibility to staff, offers support, models service behaviors & concerns towards the resolution process; works with staff in a supportive way in order to troubleshoot & resolve issues.
Makes daily rounds of assigned patient units and waiting areas; visits and greets every patient room in unit and meets with all new admissions.
Notates all patient/family concerns addressed in daily logs and documents all complaints within 24 hours in the complaint documentation system.
Notifies hospital staff, Directors, and Administration of problems or complaints as needed; reports unusual events regarding patient care issues on a timely basis to Risk Management.
Helps drive service excellence by acting as a customer service champion and reviewing assigned unit’s customer service target goals, priority questions, and sharing best practices with the staff.
Meets regularly with the clinical area leader, participates in two service huddles and/or one department meeting a month in the unit, and facilitates customer service support.
Attends daily huddles with PGR leader to go over current matters.
Reviews patient satisfaction scores/goals, key drivers performance and shares best practices with units’ clinical leaders and staff.
Leverages language access vendor and the available resources (tablet, cart, phone app, direct line).