Patient Guest Representative - Broward Health (Full Time, Days) at Nicklaus Children's Hospital

*** This position is located at Broward Health Medical Center ***

Job Summary

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.

Job Specific Duties

• 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). 

Minimum Job 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

Knowledge, Skills, and Abilities

• Associate's degree preferred.
• 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.