Guest Relations Representative I - Surgery Preparation & Recovery

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 or instructions based on needs.
• Assigns pagers and lockers to patients.
• Maintains waiting rooms and consultation rooms.
• Acts as a central information resource to physicians, family, co-workers, and health team.
• May maintain and regularly update patient information.
• Maintains centrally accessible resource materials (phone books, quick reference for supplies).
• Requests Pastoral Care consults as needed.
• Calls consultations as needed/requested by nurses and providers.
• Cleans and organizes work area upon arrival, including the physician dictating area.
• Checks copiers and printers at beginning of shift.
• Enters work orders and orders supplies.
• Escorts guests to destinations as needed.
• May train and work along side volunteers.
• Assist with patient admission process, transfers, and discharges.
• May arrange for patient transport and housekeeping services in epic..
• Communicates with Out Patient Services (OPS), Surgery, Endoscopy, and PACU throughout the day to ensure timely information of updates, patient statuses, and post-operation room numbers.
• May communicate protocols to visitors during codes.
• Completes survey readiness training and support.
• Receives and processes visitor comments and complaints.
• Keeps track of appointments and interviews for surgical managers and director.
• Audits for improvement initiatives.

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: Frequently
• Walking: Frequently
• Sitting: Frequently
• Lifting 0-25 lbs: Occasionally
• 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: Occasionally
• Kneeling: Occasionally
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Constantly
• Hearing: Constantly
• 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.