Facility: Acworth Health Park

Job Summary:

Multi-skilled care giver who functions under the manager of customer service/patient relations. Acts as a liaison among patients, families, visitors, and employees. Assist personnel in solving consumer related problems to insure customer satisfactions. Communicates knowledge concerning facility/system policy and procedures to maintain up-to-date information. Provides assistance as well as emotional support for families and visitors. Performs other duties deemed necessary to ensure delivery of patient care.

Core Responsibilities and Essential Functions:

Customer Service Responsibilities
* Demonstrates we are glad the patient or visitor chose WellStar Kennestone Hospital for their health services as part of the greeting. Welcomes each visitor with a smile and pleasant greeting.
* Provides name and title when approached or when approaching the patient/visitor and gives them or when answering the phone
* Offers assistance with wheelchairs, directions (walks visitor/patient to requested area when appropriate)
* Provides comfort items. (blanket, coffee, water, juice, etc) as requested or needed. Provides children with age appropriate entertainment options if available.
* Turns negatives unto positive. Utilizing our Service Recovery to meet the needs of patient/visitor or families.
* Acts as a liaison among patients, families, visitors, and employees. Keeps leadership informed of any unusual conditions or challenging patients/visitors.
* Provides support by giving directions, making phone calls, providing resources, and other tasks as needed.
* Assist in answering inquires related to facility visits. (information regarding wait times, delays in treatment, financial concerns, and general dissatisfaction)
* Rounds on patients in the waiting area to inform of wait times or delays
* Addresses all patients and visitors in an upbeat, cheerful manner
Customer Service responsibilities during time in department or hospital
* Rounds on the patients the waiting room or assigned area, rarely leaving this area.
* Maintains contact with patient/family and know them by name and location.
* Addresses needs identifies which are within scope of job responsibilities
* Addresses concerns or issues, or directs to the appropriate person
* Monitors the cleanliness of the bathroom and the surroundings of the Lipson Area
Transport, using good body mechanics as appropriate:
* Patients via wheelchair, ensuring patient safety
* Department supplies
* Equipment
* Patient belongings
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or
equivalent. Required

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Emergency or Customer Service experience Preferred

Required Minimum Skills:

Excellent interpersonal, communication, decision-making/problem solving, organizational/time management, analytical and computer.
Must be able to tolerate stressful situations and maintain pleasant disposition under adverse circumstances.