Patient and Guest Relations Representative - Conc and Volunteer Svcs - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

About this role

The Patient/Guest Relations Representative is available to provide assistance to our patients, their families,   visitors   and our colleagues with regard to hospital services and resources in the surrounding community.   The Representative is the visible resource available to provide direction and assistance in a professional and hospitable manner, while adhering to the Keck Medical Center's "KNOWN" Service standards as well as patient privacy standards at all times.   He/She   will also   be responsible for   upkeep   and cleanliness of lobby areas,   work stations   and patient consultation areas and will also be available to   assist   escorting patients to scheduled appointments and   assisting   with wheelchair escorting daily.     Essential Duties :  

• Greets   our colleagues, our patients, their   families   and visitors with a kind greeting following the KNOWN Service Standards.  

• Provides   accurate   directions and   assistance   to patients going to physician offices and other Health Science Campus buildings.  

• Provide concierge services including, but not limited to driving directions and information regarding resources in the surrounding community; reservation assistance for lodging, transportation and restaurants; assistance with personal services such as entertainment, shopping, flowers and gift requests; arrange for business services such as banking information, faxing and copying services; transport patient luggage as needed ensuring that it is delivered to the correct person; coordinates taxicab voucher requests accurately and in accordance to hospital policy;  

• Participates in Welcome Rounds for   all of   our new patients following patient experience protocols.  

• Provides   accurate   information   regarding   meeting room locations, hospital parking, visiting regulations, cafeteria hours and hospital services.  

• Coordinates the flow of surgical information between physicians and surgical staff and the appropriate   patient   family members/guests.   Distributes   pagers to patient families as needed. Accurately records patient family contact information and distribution of pagers  

• Completes hourly rounds of the lobbies and patient and family resource centers. Ensures that the   first floor   public spaces are kept in a condition that is   appropriate for   the facility.  

• Alerts security of any problems and provides information as needed.  

• Coordinates environment of care services. Coordinate with housekeeping staff to ensure that first floor public spaces and first floor restrooms are kept cleaned. Coordinate with engineering to ensure that the lobby is   maintained   in a manner that ensures a safe environment.  

• Directs any complaints or concerns to the   appropriate hospital   personnel in an efficient manner.  

• Alerts the marketing department of the presence of any media personnel and directs all vendors to Materials Management in accordance   to   hospital policy.  

• Provides wheelchairs as requested following hospital policy.  

• Delivers flowers,   mail   and packages with accuracy.  

• Distributes visitor passes in accordance   to   hospital policy.  

• Distributes   volunteer meal tickets appropriately and in accordance   to   hospital policy.  

• Maintains professionalism and confidentiality at all times.  

• Performs other duties as assigned.  

Required   Qualifications:  

• Req High school or equivalent  

• Req 1 year in customer service (preferably in a healthcare facility and/or as a Corporate Concierge setting).  

• Req Excellent public relations.  

• Req Demonstrate excellent customer service behavior.  

• Req Demonstrates excellent verbal and written communication skills.  

Preferred Qualifications:  

• Pref   Associate's   Degree   in a related field  

• Pref Bilingual English/Spanish.  

  Required   Licenses/ Certifications:   

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within   30 days   of hire and   maintained   by renewal before   expiration   date. (Required within LA City only)  

• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association

Keck Hospital of USC, a 343-bed acute care hospital, provides exceptional and innovative care for complex medical and surgical conditions across a wide range of specialties. The hospital’s world-renowned physicians deliver compassionate, customized, patient-centered care and treat the most acutely ill patients with highly innovative techniques and treatment plans. As a leading academic medical center, hundreds of clinical trials are currently taking place at Keck Hospital and its affiliated research institutions, giving patients access to novel and promising therapies that are generally not available elsewhere. Every day at Keck Hospital, physicians, nurses and staff go beyond the science of exceptional medicine to bring patients breakthroughs in the art of caring. Join this world-class team providing highly specialized care, up-to-the-minute research, and innovative clinical trials.

The hourly rate range for this position is $22.88 - $35.55. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.                                                   

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for emp

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