Patient Guest Relation Rep; Wed-Sat

About the Job

Location:

Franklin Square Medical Center

Status:
Full-time, 40 hours per week

Schedule:

Night Shift, Wednesday–Saturday 9:00 pm–7:30 am (4 × 10‑hour shifts)

Serves as a primary contact to patients, family members, or visitors. Provides appropriate information regarding patients and the location of services and may direct or escort patients or guests to those locations. Seeks to solve patient/guest problems and/or complaints or escalates to other personnel when needed. May be responsible for the issuance of identification badges to associates, vendors, and contractors. May receive, prioritize, and dispatch emergency and non‑emergency calls for security services.

Patient and Guest Relations Representatives are essential associates in a 24/7 environment and may be required to be flexible with scheduling and work “off‑shifts.”

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Welcomes patients and visitors to the hospital. Provides information and directions to locations throughout the hospital for patients and guests.
• Coordinates transportation services, and/or escorts patients, visitors, and staff as necessary. Accesses computer terminal for patient information regarding admissions, transfers, and discharges.
• Issues photo identification badges to associates, vendors, and contractors.
• Oversees the entrances to the facility offering assistance and services as guests enter. May assist with parking (valet parking, distributing discount parking coupons, and validation for free parking).
• Arranges overnight accommodations within the hospital. Checks guests in/out, collects money for accommodations, makes deposits, and provides/arranges guest services such as wake‑up calls, rides/directions to various locations, and escort service. May also arrange for overnight accommodations at local area hotels.
• If assigned to a specific department, monitors the waiting areas, interacts with doctors’ family members, and patients. Provides coffee, answers questions, and seeks to resolve difficulties/issues or ensures that they are resolved.
• Takes patient and visitor complaints; resolves simple complaints; refers complicated complaints to patient advocates, supervisor, and/or affected department(s); and assures follow‑up.
• Orients volunteers to staff the information desks located throughout the facility.
• Monitors appearance of lobbies, waiting areas, elevators, and entrances.
• Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multidisciplinary quality and service improvement teams.
• Performs other duties as assigned.

Education:

High School Diploma or GED required.

Experience:

1–2 years of job‑related experience required.

Must successfully complete all Med Star initial training related to violence prevention, de‑escalation, and crisis prevention intervention.

• Verbal and written communication skills.
• Strong interpersonal skills.
• Organizational and multitasking abilities.
• General office experience strongly preferred.
• Basic computer skills preferred.

USD $18.00 – USD $29.74 per hour.