Patient and Visitor Information Representative

Kent Hospital; Warwick; On-site; GBP 24,000 - 32,000; Full time

Job summary

Kent Hospital is seeking an Operations Specialist to be the first point of contact for patients and visitors at the main entrance. The role greets guests warmly, checks patients in for appointments, and assists with wayfinding to registration areas.

It also answers information lines, screens visitors, logs entries, and coordinates with Volunteers and Transport Teams to support patient flow while maintaining confidentiality.

Qualifications

• High School or GED is required.
• Associate's Degree is preferred.
• 1–3 years of healthcare customer service experience.
• Strong communication and customer service skills.
• Proficient in English; Spanish is a plus.

Responsibilities

• Greet patients and visitors warmly and professionally.
• Screen visitors by verifying and scanning personal identification into the visitor badging system.
• Issue visitor badges and maintain logs of individuals entering the facility.
• Enforce visitation policies and escalate concerns when needed.
• Use Epic patient lists to identify patient locations, confirm extensions and appointment locations.
• Direct patients to appropriate registration areas for appointments.
• Answer information lines, maintaining confidentiality and providing timely information.
• Provide wayfinding support or escort patients and visitors when needed.
• Coordinate with Volunteers and Transport Teams for additional support.
• Assist with arranging transportation services for patients (Uber or approved ride programs).
• Perform all other duties to support main entrance operations.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

English language

Spanish language

Education

High School or GED

Associate's Degree

Job description

Job Summary

The Operations Specialist serves as the primary point of contact for patients and visitors entering through the hospital’s main entrance. This role is responsible for offering a warm, courteous greeting, checking patients in for appointments, and assisting with wayfinding to the appropriate registration areas.

Job Summary

The Operations Specialist serves as the primary point of contact for patients and visitors entering through the hospital’s main entrance. This role is responsible for offering a warm, courteous greeting, checking patients in for appointments, and assisting with wayfinding to the appropriate registration areas. Operations Specialists answer patient information lines, providing customer service and support for patient and family inquiries. They also screen all visitors by verifying and scanning photo identification into the visitor badging system, ensuring accurate records of all individuals entering the facility and their intended destinations. In addition, the Operations Specialist provides support to patients requiring transportation by coordinating Uber rides and assisting those who need wheelchair support. The role also supports all other needs of the main entrance for patients, visitors, and staff, while maintaining compliance with policies and procedures across all CNE operating units.

Duties & Responsibilities

• Greet all patients, visitors, staff members, and vendors in a warm, professional, and courteous manner.
• Screen all visitors by verifying and scanning personal identification into the visitor badging system.
• Issue visitor badges and maintain accurate logs of individuals entering the facility.
• Enforce visitation policies and guidelines, escalating concerns to security or management when necessary.
• Use Epic patient lists to identify patient locations, confirm phone extensions, and determine appointment locations to support accurate communication and efficient patient flow.
• Verify patient identity and appointment details.
• Direct patients to appropriate registration areas for scheduled or walk-in appointments.
• Answer patient information phone lines, responding to inquiries from patients and family members, while maintaining patient confidentiality and providing accurate, timely information.
• Provide wayfinding support, including giving directions or escorting patients and visitors when needed.
• Coordinate with Volunteers and Transport Teams for additional support when needed.
• Assist with arranging transportation services for patients who need Uber rides or other approved ride service programs.
• Perform all other assigned duties to support the continued operations of the main entrance.

Requirements

• High School or GED Required; Associate's Degree Preferred
• Minimum 1 to 3 Years of experience in the health care industry supporting high quality customer service, data entry, and information technology support.
• Ability to perform in fast paced environment and multitask.
• Clear communications skills (written and verbal) using positive language, while speaking in a calm and respectful manner.
• Computer skills.
• Clerical and data entry skills.
• Strong customer service skills and telephone etiquette.
• Interpersonal skills with ability to work independently and as a team.
• Proficient in the English language, fluency in Spanish a plus.

About Us

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

EEO Statements

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.