Patient and Guest Services Representative I - Main Patient and Guest Services - Full Time - Days

The Christ Hospital Health Network (TCHHN) is a premier healthcare institution dedicated to providing exceptional, personalized healthcare experiences to its patients throughout the region. With a steadfast commitment to excellence, TCHHN aims to lead the way in delivering world-class medical services that prioritize patient well-being, satisfaction, and safety. Renowned for its state-of-the-art medical facilities, compassionate healthcare professionals, and innovative care approaches, The Christ Hospital Health Network continuously strives to enhance the quality of life for its patients and their families. The network’s mission revolves around creating an environment where every patient feels heard, respected, and supported during their healthcare journey. Employees at TCHHN are part of a dynamic team that shares a common goal: to attain superior outcomes through collaboration, personalized care, and ongoing process improvement.

The Patient Representative role at The Christ Hospital Health Network is pivotal in advancing the hospital’s mission to deliver the finest experience in personalized healthcare. This position functions as a vital link between patients, their families, and the care teams by fostering meaningful connections that elevate each patient's experience. Patient Representatives actively engage with patients and guests through consistent rounding, ensuring that their needs, concerns, and preferences are attentively addressed. This role demands warm, empathetic communication skills, both face-to-face and via electronic or telephonic mediums, to create a welcoming atmosphere at all times. In addition to offering exceptional hospitality, Patient Representatives gather encounter-level experience data which supports evidence-based strategic improvements to patient care and services.

This role requires working closely with unit leadership and patient service departments to identify, report, and resolve issues efficiently by utilizing appropriate service recovery tools. Patient Representatives continuously develop strong collaborative relationships across multidisciplinary teams to promote seamless communication and coordinate timely interventions. The role also includes responsibilities such as attending unit huddles, recognizing team members who go above and beyond through gratitude initiatives, and ensuring cultural sensitivity by connecting patients with interpreter services or assistive devices when necessary. Moreover, the Patient Representative is empowered to take proactive measures to restore positive relationships and champion efforts that improve patient satisfaction and safety.

Competence in infection control policies, regulatory compliance, and safety protocols is essential to mitigate the exposure and spread of infectious diseases within the hospital environment. Patient Representatives support the hospital’s regulatory requirements and contribute to monitoring initiatives that enhance patient experience outcomes. The successful candidate will have a background in effectively communicating within diverse healthcare settings and a dedication to continuous quality improvement aligned with TCHHN’s mission, vision, and values. This full-time role offers an opportunity to be a key player in shaping a world-class patient experience in a supportive and rewarding healthcare setting, emphasizing the importance of interpersonal connections and compassionate service.