Patient Experience Rep.

LCMC Health; New Orleans (LA); On-site; USD 32,000 - 42,000; Full time

Job summary

LCMC Health is seeking a friendly patient service representative to welcome visitors, provide directions, and support the patient experience in a hospital setting. The role involves handling inquiries, coordinating access, and assisting with a variety of front-desk tasks to keep operations smooth.

Responsibilities include addressing concerns about care, coordinating with leadership on trends, and ensuring safety and patient satisfaction across departments.

Qualifications

• 6 months to 1 year of Customer Service experience, preferably in a health care setting.
• High School Diploma or equivalent.
• CPR within one year.

Responsibilities

• Welcomes patients and visitors to the hospital and provides information and directions.
• Issues visitor badges and verifies identity for safety.
• Coordinates investigation and resolution of consumer complaints about care and services.
• Collaborates with leadership to identify complaint trends and improves patient experience.
• Manages high-visibility processes to enhance patient satisfaction and overall experience.

Skills

Customer service

Communication

Multitasking

Computer skills

Front desk

Education

High School Diploma

Tools

CRM software

MS Office

Job description

Your job is more than a job.

Why a Great Place to Work At LCMC Healt

h we help you to lean into your calling by leaning in with you, ensuring you have the resources to do your job as only you can. And that begins with receiving the support you need to thrive and grow, which looks different for each person. Living out our commitment to inclusion requires providing benefits that are as diverse and unique as our workforce. It’s a responsibility we take seriously. Because we don’t just serve the New Orleans community—we’re at the beating heart of it. Whether by offering community health services or making medical innovations more accessible, LCMC Health is bringing a culture of wellness to the communities that matter to you. When you know you’re making an authentic impact, you give a little extra to every day— as a person, with your team, in your community—and that’s one of the reasons why you’ll be a perfect fit at LCMC Health, where giving a little something extra is at the heart of everything we do.

GENERAL DUTIES

Welcomes patients and visitors to the hospital. Provides information and directions to locations throughout the hospital for patients and guests.

Provides visitor badges to all that enter into the building proceeding to the upper levels to visit a patient room. Obtains identification to provide a badge is a necessary to ensure the identity of those visiting for the safety of patients and guest.

Coordinates investigation and resolution of consumer complaints concerning the quality of care and services by providing and coordinating a complaint and grievance system for the organization.

Collaborates with leadership to identify complaint trends. Gives feedback to facilitate system improvements to better meet the consumer's needs and further enhance patient experience.

Works closely with internal and external parties to manage and facilitate high visibility processes and projects which enhance patient satisfaction and focus on the patient's overall experience.

Experience Qualifications

6 months to 1 year of Customer Service experience, preferably in a health care setting preferred. Other work experience will be considered (i.e., cashier, receptionist, hotel front office, or other similar function).

Education Qualifications

High School Diploma or equivalent

LICENSES AND CERTIFICATIONS

CPR within one year

Skills And Abilities

• Must have effective communication skills.
• Guest relations skills.
• Ability to multi-task and have computer software skills.
• Flexible schedule is required to meet the demands of a 24-hour operation, which includes weekends, AMs, PMs and holidays.

REPORTING RELATIONSHIPS

• Does this position formally supervise employees? No

FUNCTIONAL DEMANDS

• Light: Light physical requirements- Light Work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.

PHYSICAL DEMANDS

• Sitting - Frequent (36-66% of day)
• Standing - Occasional (0-35% of day)
• Walking - Occasional (0-35% of day)
• Lifting Floor to waist level: 0-10lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 10-20lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 20-50lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 50-100lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 100+lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 0-10lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 10-20lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 20-50lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 50-100lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 100+lbs - Occasional (0-35% of day)
• Carrying objects - Occasional (0-35% of day)
• Twisting - Occasional (0-35% of day)
• Bending - Occasional (0-35% of day)
• Reaching forward - Occasional (0-35% of day)
• Reaching overhead - Occasional (0-35% of day)
• Squat/kneel/crawl - Occasional (0-35% of day)
• Wrist position deviation - Occasional (0-35% of day)
• Pinching/fine motor activities - Occasional (0-35% of day)
• Keyboard use/repetitive motion - Continuous (67-100% of day)
• Talk or hear - Continuous (67-100% of day)

Sensory Requirements

• Near Vision - Accurate 20/40
• Far Vision - Accurate 20/40
• Color Discrimination - Yes
• Depth Perception - Accurate
• Hearing - Accurate

OCCUPATIONAL EXPOSURE RISK POTENTIAL

• Bloodborne pathogens - Not Anticipated
• Chemical - Not Anticipated
• Airborne communicable diseases - Not Anticipated
• Extreme temperatures - Not Anticipated
• Radiation - Not Anticipated
• Uneven surfaces or elevations - Not Anticipated
• Extreme noise levels - Not Anticipated
• Dust/particular matter - Not Anticipated
• Other (List) - Not Anticipated

POPULATION SERVED

• Neonate/Infant up to 1 year: No
• Youth (1yr to 15 yrs): No
• Adult (16 and up): No

Work Shift

Variable Hours (United States of America)

LCMC Health is a community.

Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little "come on in" attitude is the foundation of LCMC Health’s culture of everyday extraordinary

Children’s Hospital, at the heart of LCMC Health’s incredible community of care, has been the go-to hospital for expert children’s health, wellness, and one-of-a-kind care in Louisiana and the Gulf Coast. Learn more about Children’s Hospital’s 40+ specialties and our national ranking by U.S. News & World Report as a Best Children’s Hospital

Your extras

• Deliver healthcare with heart.
• Give people a reason to smile.
• Put a little love in your work.
• Be honest and real, but with compassion.
• Bring some lagniappe into everything you do.
• Forget one-size-fits-all, think one-of-a-kind care.
• See opportunities, not problems – it’s all about perspective.
• Cheerlead ideas, differences, and each other.
• Love what makes you, you - because we do

You are welcome here.

LCMC Health is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.