Medical Interpreter & Patient Admissions Coordinator

JOB SUMMARYIn collaboration with the Patient Experience Leadership Team, and as part of the guest services team, acts as asystem champion dedicated to creating a world-class culture of excellence. St. John’s Health (SJH) prides itself on offering the highest levels of service and patient care. The guest services team is the face of the organization, thefirst impression our patients and visitors have and sets the stage for the SJH experience.

The receptionist must embody the mission, vision, and values of St. John’s Health (SJH) in every action. Patient-centered service excellence is the priority. Under the direction of the Patient Experience leadership Team, the Guest Services Receptionist manages concierge requests for patients and families, is proficient at managing patient flow, providesway-finding services and has excellent and clear communication with patients, staff, the public, and administration.

Engages in efficient processing of assigned tasks and projects while providing an exceptional level of customer service for all hospital and clinic customers. Adheres to and follows SJH’s policies, procedures, and compliance withcore standards. Follows the core standards of service with all patients, families, visitors, and fellow staff. Other dutiesas assigned.

ESSENTIAL FUNCTIONS Customer Service
· Delivers services according to patient experience core standards. Adheres to and follows SJH policies, procedures,compliance, and core standards. Follows the core standards of service with all patients, families, visitors, or coworkers.

All interactions portray core standards regardless of request, time of day, or personal circumstances.

Provides efficient and timely services with a sincere interaction.
· Presents a confident and friendly demeanor when greeting and communicating with SJH customers (internal and external). Able to field questions and issues to the appropriate person or department. Effectively communicates andaccesses available services at SJH and affiliated facilities for customers.
· Autonomously applies sound judgement to solve patient and operational issues or concerns. Appropriately followsup with team members and leadership when necessary. Uses good judgement in when to contact Security or other authorities in case of an emergency. Protects and ensures the confidentiality of patient information.

Patient Flow and Way-finding
· Acts as a liaison to coordinate the flow of patient services by connecting patients, visitors, and staff with the resources necessary for meeting their needs. Manages patient flow by using the on-line notification system provided.

Communicates (written and verbally) in a clear and efficient way. Maintains respect and professionalism in all interactions.
· Assists and supports the guest services/patient experience team when requested with greeting, valet, way-finding,luggage, and concierge requests.

Professionalism and Teamwork
· Serves on appropriate committees as requested or desired.
· Maintains a positive attitude even in difficult situations. Maintains respect and professionalism in all interactions.
· Protects and ensures the confidentiality of patient information.
· Follows NCIHC Code of Ethics and Standards or Practice for Interpreters in Healthcare.
· Maintains high level of qualification and participates in professional development activities. Certification throughCCHI or NBCMI. This includes any Continuing Education and professional development required by either entity.

Patient Experience Initiatives
· Assists Patient Experience Leadership Team in supporting PX initiatives like Employee Experience, Employee Store, Art and Healing, Volunteers, Language Access and others as assigned.

Interpretation and Translation Services
· Under the guidance of the Language…