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.

WORK MODEL - HOURS (Full-time Status)

Nights 5:00p-9:00p (Days of the week to be established with supervisor/director.)

Weekends 7:00a - 7:00p

ESSENTIAL FUNCTIONS OF THE ROLE

• 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.

KEY SUCCESS FACTORS

• Must have exceptional skills in conflict resolution and patient-centered communication.
• Must possess exceptional professionalism with customer communication.
• Ability to establish and maintain effective working relationships.
• Ability to focus on crucial patient and guest details.
• Proficiency with computers in the Microsoft Office suite of software desired
• Must be able to multi-task in a fast-paced environment.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

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

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About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

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