Guest Relations Representative I-Emergency Dept

Job Summary
Acts as a liaison between guests, staff, and patients to respond to all information inquiries. Job Responsibilities

• Acts as central information resource for Owensboro Health staff, patients, and guests.
• Receives, screens, routes, and/or responds to all incoming inquiries.
• Greets all guests and provides proper directions, instructions, and information based upon needs.
• Escorts guests to destination as needed.
• Maintains nourishment stations, waiting rooms, and consultation rooms.
• Maintains centrally accessible resource materials (phone books, quick reference for supplies).
• Enters work orders and orders supplies.
• Receives and processes visitor comments and complaints.
• Audits for improvement initiatives.
• Arranges for patient and visitor transports.
• Communicates codes, alerts, drills, and other announcements according to established policies and protocols, including disaster management plans.
• Reports feedback to recognized departments and consults patient representatives as needed.
• Audits for improvement initiatives.
• Completes survey readiness training and support.
• Makes rounds throughout department offering appropriate services to staff, guests, and patients.
• Stocks and maintains the following areas in the Emergency Department: lost and found, personal protective equipment (PPE) alcoves, pediatric novelties, and waiting room supply cabinets.
• May perform job duties for each Guest Relations-Point of Entry position. These areas include: Front Lobby, Emergency Department, and Out Patient Surgery.
• May monitor tube system and handle medications in accordance with medication safe handling practice.

Qualifications

• High school diploma, General Equivalency Diploma (GED) or higher required upon hire
• No experience required
• No licensure/certification/registration required

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently

Owensboro Health Core Commitments
INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.
RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.
TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.
INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.
SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.
EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

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