Patient Advocate-Front Desk Associate Position Available In Cobb, Georgia

Facility:

Kennestone Hospital 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

Required Minimum Education:

High school diploma Required or equivalent. Required Required Minimum License(s) and Certification(s):

Additional Licenses and Certifications:

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.