Guest Relations Rep/Screener - Guest Relations - Days, Evenings

WellSpan Health; Lewisburg (Union County); On-site; USD 30,000 - 45,000; Full time

Job summary

A healthcare organization is seeking a Customer Service Representative to provide exceptional service at WellSpan Health. Key responsibilities include greeting guests and assisting them according to established policies, assisting with patient room needs, and conducting COVID-19 specimen collections. Candidates should have a high school diploma and at least one year of customer service experience, with bilingual skills preferred.

Qualifications

• Requires a High School Diploma or GED.
• 1 year of customer service experience preferred.
• Bilingual candidates preferred.

Responsibilities

• Greet and screen guests, providing necessary information and assistance.
• Handle phone calls and patient room assistance confidentially.
• Conduct COVID-19 specimen collection and provide necessary instructions.

Skills

Communication

Interpersonal Skills

Customer Service

Education

High School Diploma or GED

Tools

Epic

Job description

PRN (As Needed)
Days, Evenings
Weekend and holiday rotation

General Summary

Provides premier customer service greeting and screening of guests, gives appropriate information, way finding or assistance according to the WellSpan Health System policies and procedures.

Duties and Responsibilities

Essential Functions:

• Proactively approaches & greets all guests to provide an exemplary first impression that fosters an inclusive and welcoming environment.
• Ascertains guests needs. Takes appropriate screening action or provides appropriate information, direction, transporting and escorting as requested and according to established policies and procedures.
• Listens carefully and is sensitive to the needs and wishes of all guests. Treats all guests with dignity and respect.
• Enters and/or retrieves data from established computer systems using knowledge of various computer software applications. (Epic)
• Answers telephones, routes callers, takes messages and provides routine information to callers. Responsible for providing patient room assistance and providing patient lists to community spiritual leaders
• Always communicates in a way that supports patient confidentiality.
• Continuously observes/maintains the assigned area for potential safety or security issues, overall neatness and cleanliness. Notifies appropriate personnel to ensure that corrective action is taken, as necessary
• Acts as a liaison between patient families, clinical areas and physicians to provide efficient and accurate information flow.
• Conducts COVID-19 specimen collection as outlined in standard work at certain times as required. This includes explaining the collection process to the patient, supervising patient self-swabbing, securing the specimen to be sent on for testing, and entering the appropriate information into the clinical information system. Appropriate PPE must be worn.

Common Expectations:

• Provides support and assistance to various departments on an as needed basis.
• Attends educational/in-service classes and departmental staff meetings.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 1 year Customer service-related work. Required
• Bilingual. Preferred

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills.
• Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Basic computer skills required.

WellSpan Health's vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region's largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.

WellSpan Evangelical Community Hospital

Working at WellSpan Evangelical Community Hospital means being part of a vital tradition of service to our community. We maintain a challenging, energized work environment for our valued employees who exemplify our Core Values: Quality Service, Compassion, Respect, Professionalism, Integrity, Cooperation, and Creativity. Together, we commit to excellence every day as we strive to provide exceptional healthcare, accessible to all, in the safest and most compassionate atmosphere possible to build a healthy community.