Patient/Guest Relations Representative - Conc and Volunteer Svcs - Part Time 8 Hour Rotating Shift (Non-Exempt) (Non-Union)
Job Overview
Employment Type
Hourly
Compensation
Hourly
Range $22.00 - $34.18
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
employee wellness program
Training and Development
Employee assistance program
Job Description
The University of Southern California (USC) Keck Medical Center is a leading healthcare institution known for its commitment to excellence in patient care, research, and education. Situated in the heart of Los Angeles, the Keck Medical Center offers a comprehensive range of medical services delivered by an expert team of healthcare professionals dedicated to improving the health and wellbeing of the community. USC Keck Medical Center prides itself on fostering a patient-centered environment where compassion, respect, and professionalism are paramount. The Medical Center is recognized not only for its clinical expertise but also for its emphasis on high-quality service standards, including its innovative "KNOWN" service protocol which ensures every patient and family member receives individualized care and attention throughout their healthcare journey. The institution is committed to maintaining a safe and welcoming atmosphere that promotes comfort and convenience for patients, families, visitors, and staff alike.
The Patient/Guest Relations Representative at USC Keck Medical Center plays a vital role as the first point of contact for patients, their families, visitors, and colleagues. This position is essential in delivering exceptional customer service by providing assistance and guidance regarding hospital services as well as community resources. The Representative embodies the "KNOWN" service standards by greeting individuals warmly and offering clear and accurate directions within the Health Science Campus. Responsibilities include concierge services such as arranging lodging, transportation, dining, and personalized requests like entertainment or gift arrangements. The role also involves supporting patient mobility through escorting services and wheelchair assistance, maintaining the cleanliness and orderliness of lobby and patient consultation areas, and ensuring a professional presence in public spaces throughout the facility. The position demands awareness of patient privacy standards and strict adherence to hospital policies, including the distribution of visitor passes and volunteer meal tickets. Coordinating surgical information flow between physicians, surgical staff, and patient families, handling media and vendor interactions, and promptly addressing any concerns or complaints are among the various duties expected from the Representative.
This part-time or full-time role offers an hourly wage ranging from $22.00 to $34.18, reflecting the candidate's experience, education, and alignment with internal equity and regulatory standards. The Representative is a critical community-facing role that requires a blend of public relations skills, customer service excellence, and operational coordination within a fast-paced healthcare setting. By maintaining professionalism, confidentiality, and a hospitable demeanor, the Patient/Guest Relations Representative significantly contributes to the overall patient experience and operational efficiency at USC Keck Medical Center.
The Patient/Guest Relations Representative at USC Keck Medical Center plays a vital role as the first point of contact for patients, their families, visitors, and colleagues. This position is essential in delivering exceptional customer service by providing assistance and guidance regarding hospital services as well as community resources. The Representative embodies the "KNOWN" service standards by greeting individuals warmly and offering clear and accurate directions within the Health Science Campus. Responsibilities include concierge services such as arranging lodging, transportation, dining, and personalized requests like entertainment or gift arrangements. The role also involves supporting patient mobility through escorting services and wheelchair assistance, maintaining the cleanliness and orderliness of lobby and patient consultation areas, and ensuring a professional presence in public spaces throughout the facility. The position demands awareness of patient privacy standards and strict adherence to hospital policies, including the distribution of visitor passes and volunteer meal tickets. Coordinating surgical information flow between physicians, surgical staff, and patient families, handling media and vendor interactions, and promptly addressing any concerns or complaints are among the various duties expected from the Representative.
This part-time or full-time role offers an hourly wage ranging from $22.00 to $34.18, reflecting the candidate's experience, education, and alignment with internal equity and regulatory standards. The Representative is a critical community-facing role that requires a blend of public relations skills, customer service excellence, and operational coordination within a fast-paced healthcare setting. By maintaining professionalism, confidentiality, and a hospitable demeanor, the Patient/Guest Relations Representative significantly contributes to the overall patient experience and operational efficiency at USC Keck Medical Center.
Job Requirements
- High school diploma or equivalent
- One year of customer service experience preferably in healthcare or corporate concierge
- Excellent public relations skills
- Demonstrate excellent customer service behavior
- Demonstrate excellent verbal and written communication skills
- Fire Life Safety Training (LA City) must be obtained within 30 days of hire if not already possessed
- Basic Life Support (BLS) Healthcare Provider from American Heart Association
Job Qualifications
- High school diploma or equivalent
- One year of customer service experience, preferably in a healthcare facility and/or corporate concierge setting
- 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 preferred
- Fire Life Safety Training within LA City preferred
- Basic Life Support (BLS) Healthcare Provider certification from American Heart Association
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
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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