Patient/Guest Relations Representative - Conc and Volunteer Svcs – Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union)

The University of Southern California (USC) is a renowned private research university located in Los Angeles, California. Known for its commitment to academic excellence, innovation, and diverse community, USC operates several medical centers, including the Keck Medical Center, which is dedicated to providing high-quality healthcare services to patients and families in the region. The institution upholds a strong culture of service, patient-centered care, and community engagement. As part of USC Health, the Keck Medical Center combines cutting-edge medical technology with compassionate care, serving a diverse patient population and advancing medical research and education.

The role of Patient/Guest Relations Representative at the Keck Medical Center is integral to delivering exceptional patient and visitor experiences. This full-time position offers an hourly wage ranging from $22.00 to $34.18 based on qualifications and experience. The representative acts as the primary point of contact and visible resource for patients, their families, visitors, and hospital colleagues, aiding in navigation, providing information about hospital services and community resources, and ensuring the environment is welcoming and orderly. This role requires interaction with diverse groups and a customer-focused attitude reflecting the keystone "KNOWN" Service standards upheld by the medical center.

Key responsibilities also involve maintaining cleanliness and organization in lobby and patient consultation areas, assisting patients with wheelchair escorting, and offering concierge services that encompass directions, accommodations, reservations, personal and business services, and transportation coordination. The Patient/Guest Relations Representative participates in patient welcome rounds, facilitates accurate communication regarding surgical information to families, and manages visitor pass distribution along with other administrative support. This position requires professionalism, confidentiality, and the ability to manage multiple priorities efficiently in a dynamic healthcare environment.

Candidates suitable for this role typically possess at least one year of customer service experience, preferably in healthcare or a corporate concierge setting, and demonstrate exceptional communication skills both verbal and written. The ability to provide courteous, respectful, and informed assistance is paramount. Bilingual proficiency in English and Spanish as well as an Associate's degree in a related field are preferred but not mandatory. Required certifications include Basic Life Support (BLS) for Healthcare Providers from the American Heart Association and compliance with Fire Life Safety Training requirements as mandated in Los Angeles City.

This position not only requires adherence to hospital policies and patient privacy regulations, but also a proactive stance in maintaining safety, directing complaints appropriately, and collaborating with departments such as security, marketing, housekeeping, and engineering to ensure a seamless guest experience. Working at USC means joining an institution that values equal opportunity, diversity, and equitable treatment for all employees, alongside offering reasonable accommodations to individuals with disabilities. The Patient/Guest Relations Representative role is critical to enhancing patient satisfaction and supporting the hospital's mission to deliver excellent medical care within a respectful and supportive environment.