Job Description

Part-Time (Saturdays and Sundays)

Guest Services Liaison/Staff Asst - Patient Service Representative

Location: New York City, NY 10065

Schedule Notes:

• Part-time - Weekend Shift. Saturday and Sundays 9 AM – 5 PM or 10 AM – 6 PM. Added hours are available for call-out coverage during the week. But 15 hours guaranteed.

Job Summary:

Provides current information concerning patient location to visitors, telephone inquiries, and staff. Greets visitors, patients, and directs them to various areas of the Center. Monitors the elevators in New Memorial and the lobby area and explains the visiting policy to visitors. Provide clerical and administrative support to the Director of Patient Relations.

Essential Duties:

• Investigates and provides information regarding the current location of patients through use of Client systems and communication with Admitting, Nursing Units, Urgent Care, Operating Room, PACU, PSC, and SDH.
• Performance Expectations:
• Identifies urgent calls and hand-delivers messages immediately or uses the paging system.
• Keeps track of messages that Patient Representatives have not picked up in a timely manner or are duplicate calls, and pages them when appropriate.
• Responds to and triages all calls and walk-in requests to the Patient Representative Department from patients, families, and staff.
• Provides immediate assistance/management of inquiries when appropriate.
• Determines nature of request for patient location information by asking questions of caller, visitor, or patient.
• Locates patient through use of available resources (e.g., Client systems, Admitting Office, Urgent Care).
• Directs caller/visitor to the correct phone number or room.
• Transfers call to patient by clearly stating to the caller that the call will be transferred and providing the direct number.
• Always honors confidentiality of blocked information by informing the caller or in-person inquirer that no information is available for the patient.
• Informs other departments of changes as appropriate (e.g., informs Admitting Office if patient's room has changed).
• Directs waiting family and friends to conference rooms when necessary (e.g., distraught/highly emotional or large families, surgeon request).
• Acts as a welcoming resource for all visitors to the Center.
• Provides clear and accurate directions/information on location and functions of relevant departments and staff.
• Informs visitors of relevant policies and procedures, such as hours and privileges of visitation.
• Directs visitors to local facilities (e.g., hotels, restaurants, garages) for convenience using available resources (e.g., menu book of restaurants, hotel guide).

Required Skills & Experience:

• Two to four (2-4) years of experience required.
• Intermediate Verbal Communication Skills.
• Intermediate interpersonal skills.
• Beginner computer skills.

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