Job Duties

• Provides a welcoming presence at all entrances. Greets patients, their families and guests, in building lobbies or other patient care areas; provides escorts and wheelchair assistance, ensuring patient comfort and safety at all times.
• Seeks to understand the needs of the internal and external customers; meeting and exceeding those needs. Serves as a liaison between patients, their families, friends and our medical staff. Performs other duties as required to provide fast and friendly genuine hospitality.
• Responds to patients inquiries for information in person and over the telephone providing information regarding health care services; provides directions to various facilities and services (restrooms, dining, etc.).
• Keeps current on UT Southwestern Campus information in order to answer phones, respond to requests & providing appropriate information as required. Respectfully interacts with emotionally ill patients and family members.
• Works with Lead Patient Services Representatives to solve specific problems either on a one to one basis or in groups. Provides assistance to Lead Patient Services Representative to ensure successful business operations.
• Demonstrates attention to detail, maintains confidentiality, demonstrates accuracy and thoroughness, follows policies and procedures, follows instructions, responds to leadership direction and arrives to work, meetings and appointments on time.
• Provides assistance with electronic and in person patient check in located at the applicable Guest and Patient Services desks across campus.
• Communicates changes effectively, prepares and supports those affected by change, monitors transition and evaluates results and applies feedback to improve performance.
• Listens, apologizes, finds a solution and follows through when resolving guest problems.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest services.
• Duties performed may include one or more of the following core functions: a) Directly interacting with or caring for patients b) Directly interacting with or caring for human subject research participants.
• Performs other duties as assigned.

• Education
  High School Diploma or GED
   

• Experience
  Six (6) months customer service experience
   

• Licenses and Certifications
  Incumbent must obtain CPR certification within 90 Days and
  CPR certification must be current for duration of employment
   

Knowledge, Skills and Abilities

• Work requires a genuine interest in people and customer service.
• Work requires ability to communicate effectively and successfully manage multiple tasks
• Work requires ability to use electronic devices (i.e. tablets).
• Work requires ability to work with confidential information on daily basis.
• Work requires adaptability/flexibility to react positively to changes in work environment.
• Work requires familiarity with Microsoft applications.
• Work requires good communication, organizational, reading and writing skills.
• Work requires the ability to plan and organize work in logical and efficient manner.
• Work requires to be punctual and reliable with attendance.

• Physical Demands
  Climbing
  Lifting
  Pulling
  Pushing
  Talking
  Walking
  
   

• P-Problem Solving: To achieve excellence in patient care and service, all employees are expected to take ownership in solving problems effectively, efficiently and to the satisfaction of the patient.
• A-Ability, Attitude and Appearance: In keeping with a professional healthcare environment, all employees are expected to have the ability to perform their jobs and to appear and conduct themselves in a professional and positive manner.
• C-Communications and Compassion: It is our goal that all our communications are clear, courteous, timely, and delivered with compassion, respect and appropriate confidentiality.
• T-Teamwork: In our medical environment, our patients regard every employee they encounter as a member of the Southwestern Medical Center team. Our goal is to individually work hard to contribute to our team, support our co-workers, and to achieve not only excellent patient care and service, but also a satisfying, caring environment for each other.