Patient/Guest Relations Representative - Conc and Volunteer Svcs – Full Time 8 Hour Rotating Shifts (Non-Exempt) (Non-Union)
Job Overview
Compensation
Hourly
Range $22.00 - $34.18
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
employee wellness program
Professional development opportunities
Employee assistance program
Job Description
The University of Southern California's Keck Medical Center is a prestigious healthcare institution known for providing top-tier medical services and patient care. Located on a vibrant Health Science Campus, Keck Medical Center serves a diverse patient population and is committed to maintaining the highest standards of service and professionalism in the healthcare industry. This institution not only emphasizes medical excellence but also prioritizes a welcoming and supportive environment for patients, their families, visitors, and staff members alike. Renowned for its cutting-edge medical research and compassionate patient care, the center plays a crucial role in the Southern California healthcare landscape. It partners with community resources to enhance patient experience and ensures that all interactions adhere to strict privacy and safety guidelines.
The Patient/Guest Relations Representative at Keck Medical Center serves a vital role in bridging communication and assistance between the hospital and its visitors, patients, and families. This position embodies the spirit of hospitality and professionalism by ensuring that everyone entering the facility feels welcomed and supported throughout their visit. By adhering to the hospital's "KNOWN" Service Standards, the representative consistently delivers kindness, reliable information, and concierge-level assistance. Responsibilities include providing accurate directions within the medical campus, answering questions related to hospital policies such as visiting regulations, parking, and cafeteria operations, and assisting with logistical needs like transportation, lodging reservations, and personal services.
Beyond customer service, the role involves practical tasks such as maintaining the cleanliness and order of lobby areas, patient consultation rooms, and workstations, which reflects the hospital's dedication to a healing environment. The representative also ensures a smooth flow of surgical information between physicians, surgical staff, and families, coordinating pager distribution and maintaining accurate communication channels. By completing regular rounds, they help preserve a safe and welcoming environment, coordinating with security, engineering, and housekeeping staff when necessary.
The ideal candidate will have excellent communication and interpersonal skills, coupled with a strong background in customer service, preferably within healthcare or corporate concierge settings. This role offers an hourly wage ranging from $22.00 to $34.18, reflecting the varied responsibilities and the candidate’s experience level. The Patient/Guest Relations Representative must also demonstrate confidentiality, professionalism, and commitment to the hospital’s values. Licenses such as Basic Life Support certification and Fire Life Safety Training (for those working in LA City) are mandatory to ensure compliance with safety standards. Bilingual abilities and further education in related fields are desirable, enhancing the ability to serve a diverse community effectively.
This role not only promises a meaningful career in a respected healthcare institution but also ensures that you become an essential part of the patient journey, enriching their experience through attentive and compassionate service. Candidates passionate about healthcare support and patient advocacy will find this position particularly rewarding. With opportunities to interact with patients daily, provide critical information, and uphold the hospital’s acclaimed service standards, the Patient/Guest Relations Representative position offers significant professional growth and personal satisfaction within a supportive and dynamic work environment.
The Patient/Guest Relations Representative at Keck Medical Center serves a vital role in bridging communication and assistance between the hospital and its visitors, patients, and families. This position embodies the spirit of hospitality and professionalism by ensuring that everyone entering the facility feels welcomed and supported throughout their visit. By adhering to the hospital's "KNOWN" Service Standards, the representative consistently delivers kindness, reliable information, and concierge-level assistance. Responsibilities include providing accurate directions within the medical campus, answering questions related to hospital policies such as visiting regulations, parking, and cafeteria operations, and assisting with logistical needs like transportation, lodging reservations, and personal services.
Beyond customer service, the role involves practical tasks such as maintaining the cleanliness and order of lobby areas, patient consultation rooms, and workstations, which reflects the hospital's dedication to a healing environment. The representative also ensures a smooth flow of surgical information between physicians, surgical staff, and families, coordinating pager distribution and maintaining accurate communication channels. By completing regular rounds, they help preserve a safe and welcoming environment, coordinating with security, engineering, and housekeeping staff when necessary.
The ideal candidate will have excellent communication and interpersonal skills, coupled with a strong background in customer service, preferably within healthcare or corporate concierge settings. This role offers an hourly wage ranging from $22.00 to $34.18, reflecting the varied responsibilities and the candidate’s experience level. The Patient/Guest Relations Representative must also demonstrate confidentiality, professionalism, and commitment to the hospital’s values. Licenses such as Basic Life Support certification and Fire Life Safety Training (for those working in LA City) are mandatory to ensure compliance with safety standards. Bilingual abilities and further education in related fields are desirable, enhancing the ability to serve a diverse community effectively.
This role not only promises a meaningful career in a respected healthcare institution but also ensures that you become an essential part of the patient journey, enriching their experience through attentive and compassionate service. Candidates passionate about healthcare support and patient advocacy will find this position particularly rewarding. With opportunities to interact with patients daily, provide critical information, and uphold the hospital’s acclaimed service standards, the Patient/Guest Relations Representative position offers significant professional growth and personal satisfaction within a supportive and dynamic work environment.
Job Requirements
- High school diploma or equivalent
- One year of customer service experience preferably in a healthcare facility or as a corporate concierge
- Excellent public relations skills
- Demonstrate excellent customer service behavior
- Demonstrates excellent verbal and written communication skills
- Fire Life Safety Training (LA City) if working in LA City must be obtained within 30 days of hire and maintained by renewal
- Basic Life Support (BLS) Healthcare Provider certification from American Heart Association
Job Qualifications
- High school diploma or equivalent
- One year of customer service experience preferably in a healthcare facility or as a corporate concierge
- Excellent public relations skills
- Demonstrates excellent customer service behavior
- Demonstrates excellent verbal and written communication skills
- Bilingual in English and Spanish preferred
- Associate's degree in a related field is preferred
Job Duties
- Greets our colleagues, our patients, their families and visitors with a kind greeting following the KNOWN Service Standards
- Provides accurate directions and assistance to patients going to physician offices and other Health Science Campus buildings
- Provide concierge services including, but not limited to driving directions and information regarding resources in the surrounding community
- reservation assistance for lodging, transportation and restaurants
- assistance with personal services such as entertainment, shopping, flowers and gift requests
- arrange for business services such as banking information, faxing and copying services
- transport patient luggage as needed ensuring that it is delivered to the correct person
- coordinates taxicab voucher requests accurately and in accordance to hospital policy
- Participates in Welcome Rounds for all of our new patients following patient experience protocols
- Provides accurate information regarding meeting room locations, hospital parking, visiting regulations, cafeteria hours and hospital services
- Coordinates the flow of surgical information between physicians and surgical staff and the appropriate patient family members/guests
- Distributes pagers to patient families as needed
- Accurately records patient family contact information and distribution of pagers
- Completes hourly rounds of the lobbies and patient and family resource centers
- Ensures that the first floor public spaces are kept in a condition that is appropriate for the facility
- Alerts security of any problems and provides information as needed
- Coordinates environment of care services
- Coordinate with housekeeping staff to ensure that first floor public spaces and first floor restrooms are kept cleaned
- Coordinate with engineering to ensure that the lobby is maintained in a manner that ensures a safe environment
- Directs any complaints or concerns to the appropriate hospital personnel in an efficient manner
- Alerts the marketing department of the presence of any media personnel and directs all vendors to Materials Management in accordance to hospital policy
- Provides wheelchairs as requested following hospital policy
- Delivers flowers, mail and packages with accuracy
- Distributes visitor passes in accordance to hospital policy
- Distributes volunteer meal tickets appropriately and in accordance to hospital policy
- Maintains professionalism and confidentiality at all times
- Performs other duties as assigned
Job Criteria
Experience
No experience required
Job Location
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